Technical Support Lead

Remote

Full Time Executive-level / Director
Nightfall makes safeguarding sensitive data for every application simple and seamless. Organizations, from startups to global brands, trust Nightfall's software platform and APIs to discover, classify, and protect sensitive data.
As Technical Support Lead at Nightfall, you’ll be a key player in driving successful customer outcomes.  Managing all aspects of customer technical inquiries from intake to deliverable, you will coordinate across multiple teams including engineering, product, and design as well as your close counterparts in customer success and solutions architecture.  Your responsibilities include diagnosing, troubleshooting, and resolving reported technical issues for all inbound requests. Ultimately, you are here to share our technical and product expertise with all customers via multi-channel technical support, demos, and presentations.

Responsibilities

  • Execute on customer support strategy.
  • Build scalable customer technical inquiry and request intake channels
  • Leverage systems and tools such as Zendesk, Jira, Slack, Asana, and Linear
  • Develop customer support SLAs and track performance
  • Build out customer support self-service content
  • Work closely with Customer Success,Solutions Architecture, Product, and Engineering teams
  • Assist with technical solution development
  • Track and escalate support tickets and bugs across multiple platforms and teams.
  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
  • Creating standard procedures for proper escalation of unresolved issues to the appropriate internal teams 

Qualifications

  • 4+ years overall work experience in cloud (SaaS) enterprise software, with experience in multi-channel technical support
  • Deep sense of ownership, accountability, pride for your work
  • Service-oriented mindset with a passion for customer empathy and satisfaction
  • Exceptional written and verbal communicator, with experience communicating complex technical issues to both technical and non-technical audiences
  • Ability to remain calm, composed, and articulate when dealing with tough customer situations 
  • Track record of managing customer support tickets and escalation processes in high-urgency scenarios
  • Strong product sensibility, and track record of learning new technologies fast
  • In-depth experience operating within and project managing cross-functional teams
  • Autonomously troubleshoot complex and/or high-priority issues without guidance 
  • Passionate about Cybersecurity and the problem we are solving
  • Eagerness to become an expert on Nightfall AI and DLP standards
  • Experience translating customer issues into engineering-centric reports via Jira or other bug reporting systems
About Nightfall:Nightfall is a cybersecurity startup dedicated to helping organizations secure and manage their sensitive data. As a leading enterprise technology company, our product affects the personal data that people entrust businesses to store & process with care every day. Critical data in modern organizations is often sprayed across a broad set of cloud data silos, and it’s a herculean task for security & compliance teams to monitor, manage, and protect this highly sensitive data. Via machine learning, our product makes it easy for organizations to discover, classify, and protect this sensitive data across their cloud footprint - such as their corporate SaaS, data infrastructure, and even their own apps. In doing so, we prevent data leakage, provide unprecedented data visibility & protection across the cloud, and enable compliance. We're a technology startup founded in San Francisco, well-funded by leading institutional investors like Bain and Venrock, and a cadre of security & IT leaders from Okta, Salesforce, Atlassian, Splunk, FireEye, and more. Learn more on our website www.nightfall.ai or by reaching out via email at careers@nightfall.ai.

Tags: APIs Cloud Compliance Cross-functional Cybersecurity Jira Machine Learning SaaS Salesforce Security Slack SLAs Zendesk

Perks/benefits: Startup environment

Region: Worldwide/Anywhere
Job stats:  10  3  0
Category: Support Jobs
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