At Attestiv, we are building innovative technologies that solve the problem of deepfakes and fraud, while streamlining and improving business processes across a number of industries. We are looking for support engineers who are passionate about customer service and enjoy a fast- moving startup environment. We value individuals who can learn quickly and efficiently on their own, help develop the right processes and are confident interacting with customers and engineers.
Benefits and Opportunity Compensation and equity based on skills, background, and experience Be a significant contributor to the business Direct interaction with customers Lots of ability to guide best practices Fun in an early stage startup company Pre-Requisites At least 4 years experience as a Technical Support Engineer, IT Help Desk Technician or similar role
Job Description We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. In addition, you will help onboard customers on to our products.
You will diagnose and troubleshoot software problems and help our customers implement and configure the Attestiv applications.
You will also work directly with engineering to help QA our products as needed. Technical Support Engineer responsibilities include working directly with our engineering team to help resolve software issues, either by phone, text or chat You will use our bug tracking system to ensure issues are resolved in a timely manner and to manage all outstanding support requests. You will report on outstanding issues and escalations on a regular basis. You will also help onboard new customers for evaluations or production use.
If you're naturally a helper, enjoy assisting people with software issues and are able to explain technical details simply, we'd like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
Responsibilities Taking ownership of customer issues reported and seeing problems through to resolution Researching, diagnosing, troubleshooting and identifying solutions to resolve customer
issues Ask customers targeted questions to quickly understand the root of the problem Help onboard new customers onto our products Help define the customer support process for the company Track system issues through to resolution, within agreed time limits Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) Provide prompt and accurate feedback to customers Refer to internal database or external resources to provide accurate tech solutions Ensure all issues are properly logged Prioritize and manage several open issues at one time Follow up with clients to ensure their system is fully functional after troubleshooting Document technical knowledge Maintain relationships with clients Requirements At least 4 years experience as a Technical Support Engineer, IT Help Desk Technician or similar role Hands-on experience with a variety of mobile and Saas platforms Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and troubleshoot basic technical issues Familiarity with remote desktop applications and help desk software (eg. Zendesk) Excellent problem-solving and communication skills Ability to provide step-by-step technical help, both written and verbal BS degree in Information Technology, Computer Science or relevant field Additional certification in Microsoft, Linux, AWS or similar technologies is a plus What we offer Competitive pay package based on experience Medical, Dental, Vision plans, fitness discount Domestic partner benefits – 401(k) FSA Life insurance Flexible work schedules Paid time off and holidays Job Type: Full-time
Location: Natick, MA
Work authorization: United States (Required)
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