51 – 200 Darbuotojai
Kvalifikuoto darbuotojo vizos rėmėjasDirbtinis intelektasKibernetinis saugumasSaaSReco builds SaaS security software for organizations managing a growing mix of cloud applications and AI tools. Its platform helps security teams discover approved and shadow SaaS, assess security posture, govern identities and access, monitor data exposure, and detect threats in real time. Reco also provides controls for AI governance, including discovery of generative AI use and AI agents. With integrations across more than 200 SaaS applications, the platform supports ongoing security and compliance oversight as companies adopt new tools.
Senior Support Engineer
At Reco, connect R&D with customer-facing teams by coordinating escalations, support processes, service levels, documentation, and technical customer responses.
Aprašymas
- Join R&D meetings to keep up with product changes and known issues
- Act as the technical bridge between engineering and customer-facing teams
- Coordinate issue escalations between customer success managers and engineering
- Monitor and prioritize technical issues across the customer base
- Develop and roll out consistent support processes
- Create documentation templates and knowledge base content
- Define service level frameworks and escalation procedures
- Build dashboards to report support performance
- Guide customer success managers through complex technical issues
- Support the technical side of customer onboarding
- Draft technical responses to customer questions
- Send customers timely updates through [email protected]
- Work to shorten the time needed to resolve technical issues
- Introduce standardized support workflows within 90 days
- Set clear escalation routes with defined service levels
Reikalavimai
- At least six years of experience in technical support or operations
- Familiarity with software development processes; advanced coding skills are not required
- Experience using support tools and ticketing platforms
- Strong skills in documentation and process development
- Excellent communication for collaboration across teams
- Well organized, with careful attention to detail
- Able to explain technical topics to nontechnical audiences
- A customer service approach focused on helping internal clients succeed
- Prior experience working US business hours
- Experience in a startup environment
- A strong commitment to customer needs
Privalumai
- Remote or hybrid work arrangement
- Full-time role
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