Overview

In a Technical Support role for our Customer Success team, you are responsible for supporting our customers and delivering a world-class support experience. You work closely with store owners to troubleshoot and resolve issues via email, live chat, and occasional phone calls.

Please note, our Technical Support team works in shifts to provide 24/7 support to our merchants. This role will be an EST shift and hours will be from 8am-5pm EST.

What you'll do

• Live by and champion our core values: #accountability, #collaboration, #iteration, #details

• Use your technical expertise and customer service skills to resolve questions and issues for our online merchants

• Communicate clearly in writing to both technical and non-technical people

• Communicate clearly in writing in a timely manner via live chat

• Communicate clearly and effectively via phone with customers on the premium plan

• Identify patterns, recommend improvements, and filter out unimportant issues

• Contribute to the ongoing development of documentation and best practices

• Assist with successful on-boarding of new customers

What you'll bring

• Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred

• Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen

• A passion for problem solving and the humility to ask for assistance

• A sense of urgency and a satisfaction from going above and beyond to provide solutions

• Ability to work remotely and desire to make an impact at a boot-strapped start-up

• Excellent customer service and English fluency (written and spoken)

• A ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor 

• Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus)

• Ability and desire to work flexible shifts shifts

• 2+ years of experience in technical customer support at a SaaS company, or similar

*This position can be remote*

Who we are…

In a world of constant change, we're leading the charge towards truly autonomous enterprises. Our cutting-edge platform harnesses the power of automation and generative AI to revolutionize how businesses manage and optimize their IT operations.

We're not just adapting to digital transformation—we're accelerating it. Our solutions bring business and operations leaders together, unlocking new levels of innovation, efficiency, and scalability. We empower organizations to deliver superior customer experiences and drive revenue growth in an always-on, always-mobile world.

At ScienceLogic, we're building the foundation for Autonomic IT—a future where IT operations are self-healing, self-optimizing, and aligned perfectly with business objectives. Our team of visionaries is reshaping the $18+ billion IT operations market, creating cost-optimized, efficient, and next-level capabilities for enterprises worldwide.

The Customer Success team is composed of groups of highly intelligent and innovative Technical Support Engineers and Customer Success Managers who are dedicated to delivering a customer experience second to none. Each team member is as unique as the projects we work on, but one thing remains the same – our commitment and passion to delivering outstanding support and cutting-edge technology solutions for hybrid cloud network monitoring. 

What we’re looking for…

ScienceLogic is looking for a (Associate) Technical Support Engineer (TSE) to provide high quality, enterprise level, technical support on our Restorepoint products for our customers, partners and other ScienceLogic team members. Restorepoint is a device configuration backup and restore solution for hybrid IT environments.

Candidates who excel in Technical Support positions possess excellent knowledge of systems and networks along with an enthusiasm to rapidly learn the newest technologies. You enjoy working with people to debug intricate problems, have impeccable communication skills (written and verbal), and are real team players who thrives in a collaborative environment to deliver outstanding customer experiences.

What you’ll be doing…

We know you love a challenge. And so do we. The entire ScienceLogic team is committed to re-inventing the way organizations everywhere monitor their infrastructure; and as part of the Technical Support team, you’ll have the unique opportunity to provide technical support for our Restorepoint network configuration management tool.

Restorepoint provides script-free network automation for more than 100 network, security, and storage vendors. Deployed in less than an hour, Restorepoint helps customers, managed service providers and IT support businesses to substantially lower their exposure to often unforeseen security, compliance, and availability risks.

The (Associate) Technical Support Engineer provides support for ScienceLogic’s entire Restorepoint product suite. 

• Acts as a Tier 2 escalation point for all customer issues.
• Assists with all support cases during periods of heavy volume.
• Leads support efforts for customers who have been determined to have Critical value.
• Coordinates with Customer Success Managers to address any technical issues impacting a Customer’s success.
• Actively engages Technical Support personnel to ensure proper handling of customer questions and issues to which they have been assigned.
• Escalates software bugs or feature enhancements to ScienceLogic’s research, development, and product management teams.
• Acts as a subject matter expert in more than one area of the product.
• Autonomously works on projects and more complex assignments with tangible results delivering benefits to the organizations.
• Proactively looks for ways to improve processes and innovate the support experience.
• Builds relationships and partnerships with other ScienceLogic teams.
• Mentors and trains new team members.
• Proactively shares information and expertise regarding recent fixes, and best practices.
• Provides on-call and shift coverage as required.

Qualities you possess…

The key to being successful in the (Associate) Technical Support Engineer role within ScienceLogic is being an analytical thinker and an excellent communicator. You must be passionate about helping customers be successful with Restorepoint. The following skills and experience are also necessary:

• 2+ years prior experience in the support of complex, Linux based enterprise software applications.
• 2+ years Linux administration. Must be familiar with common administrative commands as well as able to write scripts in one of the major shells.
• 2+ years networking experience. Must demonstrate experience with firewalls, routers, packet sniffers and general network fundamentals (Cisco, Check Point, Juniper, HP).
• 2+ years MySQL, PostgreSQL, SQLite experience. You should be able to construct SQL statements to query and occasionally update information in a MySQL database.
• 2+ years SNMP experience. Must demonstrate familiarity with snmpwalk, mibs and oids.
• Detailed understanding of Server virtualization (VMware, Hyper-V, AWS).
• One or more scripting/programming languages (Bash/POSIX, Perl, Python, C, Go, PHP) – Experience with LUA would be a distinct advantage.
• Ability to multi-task and manage multiple priorities in a fast-paced environment.
• Ability to professionally perform and communicate in stressful and high impacting situations.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At ScienceLogic, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which you are applying.

About ScienceLogic

ScienceLogic empowers intelligent, automated IT operations, freeing up time and resources, and driving business outcomes with actionable insights. ScienceLogic’s AIOps platform sees broadly across clouds and on-premises, enabling business service visibility with relationship mapping, and workflow automation to eliminate manual tasks. Trusted by thousands of organizations across the globe, ScienceLogic’s technology has been proven for scale by the world’s largest service providers, enterprises and government agencies.

www.sciencelogic.com

All ScienceLogic employees have the responsibility to protect information assets, adhere to access controls, report suspicious activity, and comply with security and privacy policies.

#LI-Remote

About SecurityScorecard:

About the Role

A Support Engineer acts as the voice of the custom to ensure technical support and best practice guidance are provided within published SLAs and to the highest satisfaction levels.

Key Responsibilities

• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience
• Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy the product
• Serve as an internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible
• Collect information and document bugs with Engineering for product issues that are impacting customers
• Contribute to and maintain repository of product area specific knowledge within support and promote a culture of team knowledge share and collaboration within the support organization
• Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers
• Be a customer advocate for timely resolution of the problems reported, understand the environment / network and impact on business

Please note that you may be required to perform additional job responsibilities as assigned. 

Qualifications:

• Minimum 3+ years of customer support, technical support, system administration, or related customer-facing role
• BA/BS/MS in Computer Science, Management Information Systems, or related discipline, or relevant professional experience
• An equivalent combination of education and experience will be accepted 
• Prior experience providing support to large enterprise customers with the ability to communicate effectively with senior leadership
• Experience working with Salesforce, Zendesk, Jira or similar.

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based upon merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law. 

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io.

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law. 

SecurityScorecard does not accept unsolicited resumes from employment agencies. #LI-DNI

Available Location: Kuala Lumpur, Malaysia

About the Department

The Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. Whether it is a WordPress blogger using our services for free or a global Enterprise business with petabytes of web traffic, our team is always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - to help build a better service and future product development.

What You’ll do

Do you love solving complex problems and interacting with people? Are you passionate about helping customers and are a standout colleague? Cloudflare is seeking a Technical Support Engineer to join our team. You will work with our customers on a variety of technical support issues as well as the Technical Operations team that is responsible for running our global distributed network. This is a position where you will learn the inner workings of Cloudflare’s technology and gain a deeper understanding of internet technologies.

Examples of desirable skills, knowledge and experience

• Ability and willingness to work occasional weekends, holidays, and after hours
• You are comfortable communicating in writing and always put the customer first
• You are a motivated self-starter who always looking to expand your skill sets
• You take initiatives and capable of learning new technologies / systems / features with little guidance
• You enjoy troubleshooting and solving unknown technical problems and issues
• You are inquisitive and able to communicate to different kind of audiences
• You have a solid grasp of problem solving with command line tools (dig/traceroute/curl/tcpdump)
• You understand how the Internet works

Bonus Points

• You have experience writing scripts in Bash, Python, JavaScript, or other scripting language
• You have experience installing and configuring web servers like Apache, Nginx, and IIS
• You are familiar with Cloudflare and have a site actively using our platform
• You have web development, hosting, or customer support experience
• You have the ability to read and write in multiple languages

About Us

Simon Data was founded in 2015 by a team of successful serial entrepreneurs. We are an enterprise customer data platform that empowers marketers to create personalized data-driven experiences for the customers. We’re scrappy problem solvers who believe in tackling big challenges with disruptive thinking and giving our customers the support they need to deliver great next-generation experiences at scale.

Simon Data is a data-first customer experience orchestration platform, designed to disrupt the marketing technology and marketing cloud category. Simon’s platform empowers businesses to use enterprise-scale data and machine learning to power customer communications across every channel. Our unique approach allows brands to develop one-to-one relationships with their customers without building a bespoke in-house data infrastructure.

At Simon, we firmly believe that business success starts and ends with people. We all do our best work when we are surrounded by other friendly top performers who want to succeed together. This attitude is core to our values. When you trust your team, invest in their development, and give them ownership, great things happen.

The Role

Do you enjoy figuring out how everything is related and working as it should? As a member of our Technical Support team, you will help sort and resolve issues that impact reliability and speed of our product. You’ll recognize and prioritize trends in customer issues and help create processes to address them. You will grow to be a resource across the company as you deepen your knowledge of the engine that runs Simon Data. You will partner with our Customer Success, Product Management, and Engineering teams to quickly navigate tricky requests and customer issues.

What You’ll Do

• Work through and own escalated questions and issues with the goal of solving issues, identifying remediation steps, training others and updating the knowledge base.
• Track and report on issue types recommending product and process improvements 
• Debug and troubleshoot complicated, technical issues
• Partner with Customer Success, Product Management, and Engineers to help identify improvement areas
• Take part in a 24/7 on call process to ensure our systems are operating as expected and escalation paths are followed if needed

Qualifications

• Ability to troubleshoot technical problems using SQL, Python, and debugging Jinja
• Ability to read and comprehend code (preferably Python) to troubleshoot and recommend fixes
• Strong communication skills
• A passion for working with data
• Thoughtful, curious and a problem solver
• Personable, collaborative, and a sense of humor
• Previous background as an engineer a plus

Diversity

We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

The Technical Support Engineer’s main responsibility is to field issues that are escalated to us by customer-facing teams within the company. Technical Support Engineers are responsible for assessing, gathering additional context where needed, and determining an appropriate action plan for issues assigned to them. Technical Support Engineers collaborate internally with other members of the team, with customer-facing and prod-dev teams,  as well as externally with vendors and customers to develop a complete understanding of the issue at hand, and advocate for the customer to ensure an accurate and timely resolution. Technical Support Engineers are self-starters and owners, leveraging both their knowledge of technical tools, our customers and our product to strive for the best possible outcome on every issue they are responsible for; they are attentive to detail, analytical, and highly empathetic in their approach to our work. Technical Support Engineers are able to balance competing priorities, independently manage their workload, and are team players committed to Elation’s mission and goals. 

Role and Responsibilities

• [80%] Field issues which involve application/technical troubleshooting including log analysis and data queries, routine escalations and vendor communication. For example:
• Identifying and solutioning issues with edge case Elation Health user workflows
• Data not syncing between Elation Health and API // HL7 integrated vendor
• Identifying issues which require data manipulation not possible in the Elation Health app and coordinating those updates with data services personnel
• Identifying, reproducing and escalating product defects to engineering teams
• [10%] Propose, plan and own documentation, trainings, templates, etc. where appropriate, to streamline how the team handles escalations, as well as how other teams field and assess these types of issues
• [10%] Collaborate with senior members of the team, as well as leads and manager, to identify opportunities for process improvement
• Participate in 1 to 2 weekend/holiday on-call rotations per year

Personal Qualifications

• Manages time effectively and works independently, self-starter
• Empathetic in their approach to work, and passionate about the user experience we support 
• Liases effectively between internal and vendor teams, as well as with customers directly where appropriate
• Thinks critically about problems and is able to creatively plan next steps on a wide range of issues
• Demonstrates strong written and verbal communication skills, professionalism
• Effectively ascertains when work requires escalation to senior team members and/or assistance from leads or manager
• Bachelor’s degree or equivalent experience
• 1-3 years experience in a customer service, customer-facing, or health care environment 
• 1+ years experience in a technical support role 
• Familiarity with Salesforce, Jira, & Looker platforms is recommended 
• Familiarity with HL7, APIs, and SQL is preferred

Salary: $70,000 - $75,000 USD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.

As a healthcare technology company whose mission is to support IPCPs and frontline healthcare workers, and as a tight-knit company where we have the utmost concern and care for our team members, Elation Health has adopted a Mandatory COVID-19 Vaccination Policy. 

This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities.

We will not require any candidates to be vaccinated in order to interview for our open positions, but all new hires at Elation will be required to share a copy of their vaccination certification or present documentation to request an exemption. 

In compliance with the EEOC, any team member in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must provide People Ops (hr@elationhealth.com) with appropriate documentation. For a medical exemption, we require a doctor’s note, and for a religious exemption, we require a note from the team member outlining the request.