Product Support Analyst

Remote
Full Time
Mid Level

Customer Support Analyst

Join Our Mission: To Save the World from Unsafe Mobile Apps! NowSecure is the mobile app security software company trusted by the world’s most demanding organizations and most advanced security teams. 

As the standards-based mobile app security and privacy company, NowSecure protects the Mobile App Economy. The world’s most demanding organizations, innovative mobile developers and advanced security teams entrust NowSecure to safeguard millions of mobile app users across banking, insurance, high tech, IoT, retail, hospitality, energy and government sectors. Only NowSecure delivers the full solution suite of continuous security testing for DevSecOps, mobile app supply-chain monitoring, expert mobile pen testing and training courseware with the depth, speed, accuracy, and efficiency to meet modern business demands. Dedicated to the open-source community and standards including OWASP, ioXt and NIAP, NowSecure is SOC 2 certified and recognized by IDC, Deloitte, Gartner and TAG Cyber. www.nowsecure.com

RESPONSIBILITIES: 

  • Providing technical customer support for SaaS and on-prem product lines.
  • Owning the lifecycle of an inbound customer support request.
  • Identifying and analyzing software or hardware issues, including failures, bugs, defects and other errors by applying established triage and troubleshooting knowledge.
  • Assisting customers by communicating steps to resolve issues, answer questions, and address concerns via:
    • Excellent written communication using a dedicated ticketing platform.
    • Excellent verbal communication during live virtual meetings.
  • Escalating customer issues in accordance with established processes and procedures.
  • Adhering to internal and external SLAs via:
    • Timely and professional communication for new and ongoing customer requests.
    • Timely and professional communication for new and ongoing internal requests and escalations.
  • Understanding of internal organizational structure and respective roles, responsibilities, and areas of oversight.
  • Maintaining a high level of product knowledge and familiarization of current feature/functionality and future enhancements.
  • Publishing internal and/or external knowledge base articles to document a variety of customer support related topics (as needed) such as troubleshooting steps, known issues, internal processes, how to’s and others.

COMPANY SPECIFIC TECHNOLOGY: 

  • Zendesk Suite
  • Atlassian Suite - Jira + Confluence
  • Google Suite
  • Slack
  • Command Line Interface (MacOS)
  • Salesforce
  • Docker
  • Administrative proprietary software 
  • Zoom

SKILLS AND EXPERIENCE NEEDED FOR SUCCESS: 

  • Technical degree or commensurate experience
  • B2B customer support experience
  • SaaS and/or on-prem software support experience
  • Zendesk or similar ticket management / CRM platform experience 
  • Familiarity with MacOS, iOS, and Android platforms
  • Familiarity with mobile app ecosystem or development lifecycle
  • Excellent written and verbal communication skills
  • High integrity, accountability, and ownership
  • High ratio of “say” and “do”
  • Ability to work independently
  • Ability to work with peers and cross functional teams
  • Ability to work with customers
  • Enthusiasm for delivering excellent customer support 
  • Learning agility and technical curiosity
  • Professionalism

WE VALUE DIVERSITY

We believe that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value team members who bring diverse life experiences, educational backgrounds, cultures, and work experiences.

COMPENSATION AND BENEFITS

  • The salary band for this position ranges is competitive and commensurate with experience and performance. This position will be eligible for a competitive annual bonus and equity package.
  • Unlimited PTO 
  • Comprehensive Medical/Dental/Vision coverage 
  • 401K Plan with Company Match 
  • Paid Parental Leave 
  • Home Office Stipend
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