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Remote Troubleshooting Job in October 2019 at companies likeIVPN and Loom posted 4 months ago

Remote Troubleshooting Job in October 2019 at companies likeIVPN and Loom posted 4 months ago

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IVPN

 

Customer Support Engineer

☝️ verified
πŸ‡ͺπŸ‡ΊEU-only

Customer Support Engineer  


IVPN

πŸ‡ͺπŸ‡ΊEU-only ⏫ verified

troubleshooting

support

engineer

customer support

troubleshooting

support

engineer

customer support

πŸ‡ͺπŸ‡ΊEU-only1mo
**Please note: This position is fully remote and you will be expected to work an 8 hour shift from 15:00 to 23:00 (GMT+3). The ideal candidate should be located in East or West Europe.**\n\nIVPN is a rapidly growing privacy service on a mission to enable people with the power to control and secure their private information online. We've been around since 2010 but the market has exploded with a massive increase in user awareness for online privacy. \n\nWe would like to hire a new customer support engineer to complement our existing team. This role requires that you deal with sales, billing and technical enquiries.\n\nYou will report directly to the head of customer support.\n\n# Responsibilities\n * Helping customers understand their threat model to help them determine what products best suit their needs.\n* Assisting customers to troubleshoot complex technical problems with their VPN configuration. The primary support channels (for now) are are web tickets and live chat.\n* Maintaining and improving our customer knowledgebase - To scale our support function we need the best possible knowledgebase for our customers to find solutions before having to contact us. \n\n# Requirements\n* Min 2 years of technical support\n* Being customer centric/obsessed - Go the extra 5 miles to make our customers feel truly valued. \n* Being product focused - You are the primary interface to our customers and have a unique perspective about their pain points and needs. You need to communicate those regularly to our engineering teams and management.\n* Self-starter, able to work independently\n* Fluent English, both verbal and written\n* Ability to understand and write on technical topics related to computer networks and security\n* Knowledge of security concepts, VPN, encryption, firewalls etc\n* Desire to gain expertise in network security \n\n#Location\n- πŸ‡ͺπŸ‡ΊEU-only

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**Who We Are**\n\nLoom has helped over a million workers get their message across through instantly shareable videos. With Loom, you can capture your screen, record your front-facing camera, and narrate your video all at once β€” no switching apps or upload required.\n\nWe are building the world's leading workplace human communication platform. Our mission is to enhance workplace communication and bring back its humanity. Our target market is the ~1.2B knowledge workers in the world. Our full stack platform team is the heart of how we are able to move fast and tackle some of the most interesting product and technical challenges out there.\n\n\n**The Role**\n\nAs a Technical Support Engineer, you will be a key part of Loom's support experience at scale and provide timely and effective resolution to customer issues by applying your technical and troubleshooting skills.\n\nWe are looking for support champions who are genuinely happy to help others. If this sounds like you, you came to the right place!\n\n# Responsibilities\n * Helping customers through live chat and email to ensure they are successful with our product\n* Leveraging effective troubleshooting to quickly identify the source of customer issues and provide a prompt and appropriate solution\n* Troubleshooting, investigating, and creating detailed bug reports for our Engineering team\n* Jumping on ad-hoc calls with customers to troubleshoot issues live, as necessary\n* Identifying bugs, testing, reporting, and working with our Engineering team to assist with a fix\n* Actively collecting insights from customers and focusing on closing the communication loop by providing product feedback to the team\n* Providing timely updates to the Support and Engineering Managers regarding new trends in issues \n* Developing and documenting best practices to enhance SL2 troubleshooting processes \n* Creating technical documentation such as FAQs, guides, knowledge-base articles and how-to’s for Loom customers\n* Helping the Engineering team develop tools to help our Support team work quickly and efficiently \n* Diving into the codebase and gaining domain knowledge of different parts of Loom\n* Making efficient changes to the codebase to solve small and quick tasks/issues \n\n# Requirements\n* Have previous experience delivering excellent support experiences with respect, empathy and understanding\n* Have a minimum of 2+ years of Technical Support and Customer Support experience\n* Have gained experience/proficiency in any coding language (Javascript is a bonus) or have earned a degree in a technical field like computer science\n* Have the technical understanding and ability to troubleshoot and resolve technical problems on your own\n* Have the ability to handle high volume of support conversations\n* Have excellent written and spoken English\n* Are available to work in the Eastern Time Zone (UTC/GMT -5:00) and on a full time schedule that spans weekends and may include holidays as our customers need us\n\n**Perks at Loom**\n\n- Work with a driven, welcoming team at a company that is changing how people communicate every single day\n- Competitive compensation and equity package\n- Medical, dental, and vision coverage (US-based)\n- Unlimited PTO\n- Yearly off-site retreats (this year we went to Costa Rica for a week!)\n- Remote weeks every-other-month. Work from the beach, mountains, home... The world is your oyster!\n- Learning & Development stipend\n- Healthy lunch catered every day + snacks and beer in-stock (SF office)\n- Healthcare stipend (non-US-based)\n- Home office & technology stipends (remote)\n- At least two all-expenses-paid trip to San Francisco every year (remote)\n\n**Loom is an equal opportunity employer. **\n\nWe are actively seeking to create a diverse work environment because teams are stronger with different perspectives and experiences.\n\nWe value a diverse workplace and encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Loom are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.

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# How do you apply? This job post is older than 30 days and the position is probably filled. Try applying to jobs posted recently instead.
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πŸ‘‰ Please reference you found the job on Remote OK, this helps us get more companies to post here!

When applying for jobs, you should NEVER have to pay to apply. That is a scam! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. Scams in remote work are rampant, be careful! When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.