Technical Support Engineer | Mid-Senior

Details

The B2B Commercial Team is the engine driving Nord Security’s growth in the corporate cybersecurity sector. Our focus is on strategic partnerships and integrations. Engaging with clients and delivering impactful business solutions that secure their digital presence is what fuels our drive and success.

Location: Vilnius (Hybrid)

Responsibilities

• Become a technical expert on our B2B products.
• Take ownership of customer-reported issues and see problems through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Attend online meetings with clients (can be together with Account Executives or Account Managers) and provide technical know-how and guidance to potential and existing customers.
• Work with engineering, product, and customer experience teams to ensure speedy resolution.
• Collaborate with department leads to ensure that our team has all the necessary tech-related information.
• Contribute to our FAQs, which serve as our customers' knowledge base.

Requirements

• 2+ years of experience doing technical product support.
• Outstanding customer service skills and empathy for customers.
• Excellent written and verbal communication skills (English).
• Very comfortable with technical concepts, great analytical skills, and ability to communicate complex network connectivity scenarios to a range of audiences.
• Able to work asynchronously with a globally distributed team.

Bonus / Nice to have

• Familiarity with networking and VPN concepts.
• Experience with SaaS products.
• Familiarity with platforms such as Zendesk, Salesforce, Jira, and Confluence.

Benefits / Compensation

• Gross salary: 1980 - 3800 EUR / Month.