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Technical Support Engineer

Why we need you ๐Ÿ”—︎

We empower a global user base of investigators in their daily work as security consultants, cyber-security professionals, fraud analysts, or investigative journalists. Our users range from Maltego beginners with very little knowledge of our software to long-time Maltego fans and absolute experts in link-analysis. While we live a self-service model where users ideally find the information they need by themselves, we also get a lot of support inquiries. We are looking for a bright Technical Support Engineer to provide enterprise-level technical support to our customers.

What to expect ๐Ÿ”—︎

As a technical support engineer, it is your responsibility to handle escalated tickets. Your role is to resolve the issue through either e-mails, or - if required - get on calls ad-hoc, and resolve issues quickly. Your end goal, therefore, is to empower the customer to use/continue using Maltego to their best ability. Through this role, you will be exposed to different customers, from beginners to experts users. Therefore, we expect you to be hands-on, take responsibility quickly, and to be a motivated problem solver. We believe strongly in the concept of "learning by doing" so you will get plenty of opportunities to be exposed from your first month already to Maltego users and help them with getting the most out of the tool. Your responsibilities will include:
  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues
  • Following standard procedures for proper escalation of unresolved issues to the internal teams
  • Providing prompt and accurate feedback to customers, precise recording and closure of all issues
  • Documenting knowledge in the form of knowledge base tech notes and articles

Your profile in short ๐Ÿ”—︎

  • Good in problem analysis and requirement analysis, a fast learner who can pick up new technologies
  • Solid verbal, written, presentation and interpersonal communication skills
  • Capable of working on a cross-functional team to solve business & tech problems
  • Ability to make complex technical matters easy-to-understand even for non-technical people
  • Highly driven individual with an execution focus and a strong sense of urgency
  • Self-directed and resourceful / entrepreneurial experience and attitude
  • High level of enthusiasm about helping clients, strong customer and solution-oriented personality
  • Handle details accurately and promptly

Why you will love Maltego ๐Ÿ”—︎

Maltego is a scale-up company. We provide you 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
  • A young, motivated and highly international team

Required documents / information ๐Ÿ”—︎

Please apply with a CV and a short cover letter, explaining your motivation to join Maltego.
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