Technical Support Engineer

DNSfilter
Full time
Customer Support
United States
Hiring from: Anywhere

DNSFilter (http://dnsfilter.com) is scaling its support team with a full time (salaried) remote position. Your shift preference will be considered: weekends, evenings, nights, or days.


Get in at the ground level of a fast-growing profitable SaaS startup.


DNSFilter (a TechStars 2018 company) is a fast-growing SaaS startup with over 1500+ customers and is cash-flow positive. We are a proven product in a proven market.


The hiring manager is Mike Schroll (CTO & Co-Founder).


 


Why work at DNSFilter?



  • Growth prospects - grow within the organization!

  • Strong DevOps and Engineering teams to support you

  • Work from home, a co-working space, or our DC/Denver offices

  • Experienced founders who have built successful teams and successful companies

  • Company gatherings each year (last year we all met on a beach in Colombia for 1 week)

  • Paid vacations and holidays

  • Full medical and dental benefits for US employees

  • Yearly salary of $40-60,000 USD


 


What we are looking for:



  • 1-5 years of experience in IT break/fix, working for an MSP, or equivalent experience

  • Ability to ramp on technology quickly and troubleshoot with enterprise customers on the phone

  • Fluid (native level) proficiency in English - both speaking and writing

  • An interest in both technical support as well as the product

  • Experience working remotely

  • A Bachelor's Degree in a relevant area from a reputable college or equivalent experience

  • Familiarity with Trello or similar Kanban work style


 


Typical responsibilities will include:



  • Fielding customer questions through our ticketing portal, both in our product dashboard and, at times, on our sales web site

  • Responding to support tickets and directing customers to standard troubleshooting documentation

  • Handling requests/reports of improperly categorized domains

  • Contributing to support walk-throughs and documentation

  • Coordinating customer feature requests and bugs with the dev team

  • Reporting support stats on a weekly basis in a team meeting


 


The candidate possesses:



  • Technical knowledge in networking/routing, particularly in DNS

  • Technical knowledge in Active Directory 

  • Technical ability, in the sense of being able to use the computer to perform various tasks from writing to network troubleshooting

  • Previous experience in a similar position

  • Fluency in other languages, as we do have customers around the globe

  • SQL, regex, and general familiarity with coding and scripting


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