Post-Sales Support Engineer

At SealPath, we believe data is the fuel that powers today's businesses — and protecting it shouldn't slow you down. As part of our growth, we're looking for a Post-Sales Support Engineer to join our team.

In this role, you'll provide second-line support to our integrator channel and customers, working closely with our Product and DevOps teams to diagnose and resolve incidents, and helping keep our solutions running smoothly worldwide.

What you'll do:

• Provide second-line support to the channel of integrators delivering our solutions
• Support work is mostly remote, with occasional travel to international customer sites
• Install, deploy and update SealPath solutions
• Support integrations with other products in customer projects
• Train the integrator channel and customer staff on the product's features and technologies Manage support incidents: diagnosis, logging, classification and prioritization, and communication with customers
• Coordinate with Product Development and DevOps teams to implement temporary solutions and hotfixes
• Follow agreed SLAs when planning responses to incoming incidents
• Communicate technical issues and solutions to integrators and customers
• Accurately log incident details, diagnosis, resolution process and customer communications, write and maintain technical notes, product documentation and Knowledge Base/troubleshooting guides to reduce open incidents and resolution times

What we're looking for:

• Minimum 5 years of experience in a Technical Customer Support role in enterprise environments
• Knowledge and experience with Windows Server, SQL Server, Microsoft Active Directory, LDAP, ADFS, Azure AD, Okta
• Knowledge of Cloud architectures: AWS, Azure
• Experience designing and implementing architectures, including firewalls, DMZ, proxy, reverse proxy, load balancer, TLS, VPN, SSO, DLP, IRM
• Experience with analysis and monitoring tools such as Wireshark, Fiddler, Charles, Process Explorer, Process Monitor
• Experience working with Zendesk or similar support portals
• High level of English (spoken and written)
• Proactive customer service attitude, with excellent communication and customer care skills
• Strong analytical and methodical problem-solving skills
• Ability to work in a team, keeping both Product teams and customers informed
• Ability to prioritize and switch priorities with agility in a complex environment
• Experience defining processes to help improve ways of working

If you're excited about helping enterprises embrace a data-centric culture and want to be part of a company riding the wave of digital transformation, we'd love to hear from you.