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Technical Support Engineer

Location: US Remote
Job Type: Full Time

Are you interested in joining one of North Americas fastest-growing technology companies, as named by Deloitte Fast 500 in 2019 & 2020?

RiskLens is looking for a Technical Support engineer to become a vital member of the Systems Engineering team. In this exciting role, you will build and maintain our internal support structure for endpoint equipment refreshes, onboard new employees, maintain access to key systems for daily operations within RiskLens and respond, Triage, and resolve internal systems outages and issues.

About RiskLens®

RiskLens is a software startup backed by premier Venture Capitals that is helping large organizations quantify cybersecurity risk in dollars and cents and manage it from a business perspective. The market is rapidly developing, and we have acquired a significant lead in the marketplace with many of the world’s largest companies as customers, in industries as diverse as financial services, retail, and healthcare.

RiskLens offers a comprehensive healthcare package, unlimited paid time off policy, generous parental leave, true team culture, and career growth through personal and professional development opportunities. We are growing fast, and so will you.

In this exciting role, you will report to the Director of Information Technology and contribute to the success of RiskLens.

Performance Profile

Within 30 days (about 4 and a half weeks)

  • Gain an understanding of RiskLens internal processes, products, and professional services.
  • Gain understanding and Knowledge of RiskLens internal products (i.e., Slack, Kaseya, HubSpot, Zoom, Office365, RingCentral, 1Password & Jira)
  • Familiarize yourself with RiskLens Risk Assessment SaaS (Software as A Service) platform

Within 60 days (about 2 months)

  • Develop reasonable expertise of RiskLens solutions for internal customers.
  • Develop a plan for improvement of Key Areas of Responsibility as delegated.
  • Achieve the ability to train end user on Applicable systems in addition to managing and maintaining all applicable support used within RiskLens.

In six months

  • Take ownership of Slack Kaseya, HubSpot, Zoom, O365, RinngCentral, Jira etc. and all internal support process and inventory management.
  • Recommend and implement improvement plans based on material knowledge and industry best practices.

What will you do? (role and deliverables)

  • Provide a friendly and fast response to customer service inquiries
  • Troubleshoot a variety of internal and 3rd party business applications
  • Respond to support requests in accordance with an SLA
  • Meet with end users to help understand and troubleshoot technical issues
  • Continuously update and improve troubleshooting documentation
  • Maintain clear communications with internal team members and the business regarding feedback on incidents and inquiries
  • Help to handle and communicate emergency escalations for any critical issues reported.
  • Work with the engineering team to capture steps to reproduce issues and document in tickets

Qualifications

  • A background with troubleshooting office and endpoint devices and streaming applications
  • Ability to provide independent analysis and problem solving
  • Comfortable working with IT support ticketing software
  • Strong communication skills
  • Some understanding of working with Office 365, JIRA, Slack, Kaseya, HubSpot
  • (1-2) years’ experience providing technical customer support
  • The ability to work collaboratively in a remote work setting.

To Apply

Complete the form at the bottom of this page. We ask a couple of questions to find out a bit more about you than a typical cover letter might touch on. Here are some tips:

Be who you are; let your experience speak for itself. Relax, be creative, and tell us why you are interested.

Once we receive your completed application, we will review it. Qualified candidates will be contacted directly regarding interviews. Please, no phone calls or direct emails.

RiskLens, Inc. is proud to be an equal employment opportunity and affirmative action employer. We do not discriminate based upon race, color, religion, sex, national origin, age, genetic information, gender identity or expression, sexual orientation, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. We are committed to providing reasonable accommodation for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at careers@risklens.com.

All qualified applicants are encouraged to apply.

All qualified applicants are encouraged to apply. Candidates will be subject to criminal background checks and drug screening. I must be eligible to work in the United States.

Apply for Technical Support Engineer