Experienced Technical Customer Support Engineer - Tier 1 for Digital Intelligence Solutions

Introduction to blithequark

At blithequark, our mission is to empower our customers to protect and save lives, accelerate justice, and preserve privacy in communities around the world. As a global leader in Digital Intelligence solutions for the public and private sectors, we are committed to helping organizations master the complexities of legally sanctioned digital investigations. With our Digital Intelligence platform and solutions, we transform how customers collect, review, analyze, and manage data in legally sanctioned investigations. Trusted by thousands of leading agencies and companies in more than 140 countries, blithequark is now seeking a highly skilled Technical Customer Support Engineer to join our team in Vienna, VA or Morristown, NJ.

Job Overview

We are looking for a talented and experienced Technical Customer Support Engineer to provide top-notch support to our customers in the Americas region. As a Technical Customer Support Engineer, you will have a strong technical background and experience in software solution support and product subject matter expertise. Your primary responsibility will be to handle technical issues generated by customers in daily operations and/or projects, ensuring timely and effective resolution. You will work closely with our internal teams, communicate directly with customers or partners during troubleshooting and issue resolution, and follow established SLA & KPI guidelines.

Key Responsibilities

• Handle technical issues generated by customers in daily operation and/or in projects, primarily remotely and occasionally on-site, depending on customer location and issue.
• Troubleshoot to resolve technical issues on blithequark solutions for our customers, using phone, email, chat services, and CRM for case management.
• Directly communicate with customers or partners during troubleshooting and issue resolution, ensuring excellent customer experience and technical orientation.
• Cooperate and communicate closely with all internal teams within blithequark, including sales, product, and engineering teams.
• Follow established SLA & KPI guidelines, ensuring timely and effective resolution of customer issues.

Requirements

To be successful in this role, you must have:

• Hands-on experience with Windows Server and Workstation (Advanced), Enterprise Network services and products (Advanced), and open-source tools such as Nginx, Elastic Search, and Open DJ (Basic).
• At least 3 years of experience in technical support or IT support, with a focus on supporting solutions and projects.
• Excellent hands-on problem-solving skills and follow-through in both one-on-one and group situations.
• Outstanding soft skills, with excellent written and verbal communication skills.
• Proven customer experience with technical orientation, with a strong ability to communicate complex technical concepts to non-technical customers.
• Fast and agile learning skills, as our technology evolves constantly and quickly.
• Responsible personality to handle support cases from open to close, with a strong sense of ownership and accountability.
• Ability to work full-time and function appropriately under stressful conditions.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Knowledge or certifications in AWS Cloud services, MS Azure, or other cloud platforms.
• Experience with databases, including SQL and scripting.
• Experience in the mobile cellular world, including knowledge of mobile phone OS (iOS, Android, etc.).
• Experience in SaaS environments, with a focus on supporting infrastructure.
• Technical certifications, such as CCNA, MCSA, or other relevant certifications.

Skills and Competencies

To excel in this role, you must possess:

• A passion for support, with a take-charge attitude and a strong desire to solve problems for others.
• Excellent communication skills, both written and verbal, with the ability to communicate complex technical concepts to non-technical customers.
• Ability to work both in a team environment and individually, with strong coordination skills in project management tools such as Monday Board and Salesforce.
• Native English spoken and written, with Spanish and/or Portuguese being a significant benefit.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Technical Customer Support Engineer, you will have access to:

• Ongoing training and development opportunities, including technical training and soft skills development.
• Opportunities for career advancement, including promotions to senior technical support roles or other roles within the company.
• A collaborative and dynamic work environment, with a strong focus on teamwork and innovation.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. As a Technical Customer Support Engineer, you will be part of a talented and diverse team, with a strong focus on:

• Collaboration and teamwork, with regular team-building activities and social events.
• Innovation and creativity, with a strong emphasis on finding new and better ways to solve customer problems.
• Customer satisfaction, with a strong focus on delivering exceptional customer experiences.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including:

• A competitive salary, with opportunities for bonuses and other incentives.
• A comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings and other benefits.
• A dynamic and supportive work environment, with a strong focus on work-life balance and employee well-being.

Conclusion

If you are a motivated and experienced technical support professional, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Technical Customer Support Engineer at blithequark, you will be part of a talented and diverse team, with a strong focus on innovation, collaboration, and customer satisfaction. Apply now to join our team and take your career to the next level!