Tier 2 Tech Support Engineer

Location: Spokane, WA
Job Type: Full Time

Are you a high energy individual ready to make a big contribution to a growing tech company in a hot space?

RiskLens is looking for a Tier 2 Tech Support Engineer to play a key role in helping our customers achieve success with our products. In this exciting and fast paced role, you will provide technical support for our brand-new SaaS platform, enabling the largest organizations on the planet to understand and manage their cybersecurity risk in an entirely new way.   While you won’t be starting from scratch, this is an opportunity to establish and shape a dedicated tech support function at RiskLens.

At RiskLens, we offer all the usual perks – but if you’re a fit, you’ll also be part of changing the future of cyber risk. And you’ll see, we are as passionate about our employees as we are about changing the world.

RiskLens offers comprehensive health care packages, an unlimited paid time off policy, generous paid parental leave, a true team culture, and empowers employees to grow through personal and professional development.  We’re growing fast, and so will you.

 

Position Description

In this role, you’ll get to:

Within 30 Days: 

  • Review and gain basic knowledge of our Jira support ticket system
  • Familiarize yourself with the RiskLens platform bug tracking system and review outstanding bugs
  • Gain understanding of our Support Knowledge base and FAQ
  • Gain understanding of our routing and ticket escalation procedures
  • Review and take ownership of support metrics and reporting
  • Assume the role of frontline Tier 1 support including ticket triage, basic troubleshooting, and ticket escalation
  • Familiarize yourself with any open technical support ticket activity

 

Within 60 Days:

  • Gain understanding of the Gen3 RiskLens application and supporting applications such as New Relic
  • Gain understanding of application logging and common error messages
  • Improve your troubleshooting ability while acquiring a deeper knowledge of the application, FAQ, and Support Knowledge Base.
  • Improve and extend our existing Support Knowledge Base
  • Complete the FAIR Fundamentals online training course
  • Develop a working knowledge of the domain, product and value proposition including the key primary and secondary personas, their pain points and their desired outcomes

 

Within 120 Days: 

  • Handle Tier 2 support requests (through improved application understanding and troubleshooting skills) with the goals of rapidly resolving customer trouble tickets while reducing escalation activity on the core development team
  • Evaluate and make recommendations to improve our existing support processes with an eye towards continuous improvement
  • Partner with management to improve existing support metrics and reports
  • Create a product health report after carefully reviewing ticket history and the Support Knowledge Base

 

Desired Skills and Experience

If you can accomplish the above, you’re the tech support engineer we’re looking for. You’ll probably have an Associate Degree or a technical certification and 2+ years of technical support experience resolving application issues within a software development company.  Extra credit if you have experience working within or around a fast-paced SaaS startup.

 

To Apply:

Simply complete the form to the right. Once we have received your completed application, we will review it and confirm receipt. Qualified candidates will be contacted directly regarding interviews and next steps. No phone calls, please.

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 accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at careers@risklens.com. All qualified applicants are encouraged to apply.