Technical Support Agent US time zones (m/w/d)

Why we need you πŸ”—︎

Maltego is a tool used globally by industry experts, analysts, and law enforcement agencies to help protect and watch-over their own infrastructure but also to keep guard on internet safety, reduce crime and catch bad guys.

As a Technical Support Engineer, you support such experts in doing their job more efficiently through the use of Maltego. With your communication skills, innate ability to empathize with users and drive to find a solution fit with the arsenal of tools that you have at hand, you will be empowering Maltego users around the globe.

What to expect πŸ”—︎

You will work closely with customers in US time zones in helping them to resolve product or service problems by clarifying the users’ issue, provide solutions or escalate accordingly.

This includes:

  • Communicate effectively with the users to determine the issue at hand
  • Troubleshoot and reproduce the issue on our testing environment
  • Finding and explaining clearly the best solution to solve the issue
  • Evaluate and properly escalate the issue internally if applicable
  • Following-up to ensure the resolution of the issue to the customers’ satisfaction
  • Participation in internal product improvement, evaluation, and beta testing exercises

Your profile in short πŸ”—︎

  • Technical college degree or experience in similar roles
  • Excellent interpersonal and English communication skills
  • Customer facing experience
  • Understanding of operating systems, networking technologies/protocols, and client/server software applications
  • Ability to work independently and remotely, capable of multi-tasking, and role switching when required
  • Adaptable to changing priorities in a fast-paced environment

Your tech skills πŸ”—︎

Required skills:

  • Strong trouble-shooting skills
  • Knowledge of Windows and MacOS or Linux Operating Systems
Experience on any of the following is considered a bonus:

  • Previous Technical support experience
  • Troubleshooting browser-based applications experience
  • Network and SSL certificate experience

Why you will love Maltego πŸ”—︎

Maltego is a scale-up company. We provide you with the benefits and security of larger corporations coupled with the dynamic and fast-paced work environment and flat hierarchies of a start-up. We are proud to have a large global community that loves our product because it helps to solve the investigations that are most important.

Here are some of the reasons why you will love Maltego:
  • Insights into the daily operations of a fast-growing tech scale-up
  • Opportunity to quickly take over responsibility and make a direct and long-lasting impact
  • Motivated and highly international team

Location πŸ”—︎

Remote - USA

Required documents / information πŸ”—︎

Please submit a CV and a cover letter explaining your motivation to be part of Maltego
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