Description
We are seeking a Technical Support Consultant to join our team. As a Technical Support Consultant, you will act as the main technical lead for client onboarding, data scanning, and environment discovery troubleshooting. You will diagnose and resolve deep-seated connectivity issues to ensure secure metadata collection across client data systems.
Responsibilities:
- Act as the main technical lead for client onboarding, data scanning, and environment discovery troubleshooting;
- Diagnose and resolve deep-seated connectivity issues to ensure secure metadata collection across client data systems;
- Resolve discovery errors, like raw Security Identifiers (SIDs) appearing instead of readable data, and guide client IT teams on directory fixes;
- Audit service logs, error patterns, and system behaviors to isolate software bugs, misconfigurations, and access restrictions;
- Translate raw telemetry and findings into clear, actionable guidance for client IT admins and internal engineering teams;
- Assist IT teams in configuring secure network paths and access permissions required for platform deployment;
- Efficiently document, package, and escalate unresolved core product issues to internal engineering for rapid resolution;
- Track recurring technical issues across enterprise environments to recommend product improvements and prevent client downtime;
- Provide high-touch, multi-channel technical support (email, tickets, and occasional live sessions) to resolve complex issues for corporate enterprise clients.
Requirements:
- Excellent English communication skills (at least C1 for both spoken and written);
- At least 2 years of experience in a Technical Support, Application Support, or Technical Account Management role handling B2B software environments;
- Strong understanding of how data is stored, secured, and accessed across cloud and on-premises platforms, including M365, Google Workspace, AWS, and Azure;
- Solid understanding of basic cloud architecture (SaaS/IaaS), network topologies, and standard enterprise access controls;
- Proven ability to navigate centralized logging platforms to trace data flows, investigate ingestions, and isolate connectivity or permission failures;
- Highly tech-savvy with a sharp aptitude for mastering sophisticated, AI-driven data security platforms and security compliance frameworks quickly;
- Excellent troubleshooting and problem-solving abilities;
- Customer-oriented and responsible attitude;
- Excellent interpersonal skills.
Benefits:
- Fixed schedule: Sunday to Thursday, from 11PM to 7AM at EDT, or Monday to Friday, from 4PM to 12AM at EDT;
- Opportunity to cooperate fully remotely;
- Inclusive international environment;
- Compensation in USD;
- Rewards for referring friends;
- Balance between project workload and personal time, but also – internal health policy;
- Responsive leadership interested in your development and long-lasting cooperation;
- Greenhouse conditions for self-development;
- A culture built on trust, with no time-tracking requirements.