Product Support Engineer

Newark, NJ

Full Time

Mid Level

SPHERE Technology Solutions is seeking a Product Support Engineer to join our team. The candidate will be responsible for promoting customer satisfaction by providing technical support and guidance to clients and product stakeholders. A successful Product Support Engineer (PSE) will be the primary technical resource for customer inquiries and service-related escalations, working cross-functionally as needed to quickly resolve client concerns.

If you are a self-starter who enjoys problem solving, collaborating on Agile teams, and thrives in a fastmoving, ever-changing startup environment, then read on!

Essential Functions:

Diagnose, Troubleshoot & resolve technical problems reported by customers by analyzing Product behavior, error messages, log analysis, replicating the issue to work with Engineering and Product teams on a fix, etc.
Communicate with customers regularly based on SLAs and help resolve technical issues by providing guidance to customers.
Provide remote technical and product support to customers which includes testing and deploying product updates.
Use successful, effective field experience and knowledge to provide strong and effective technical support to clients via tickets and escalations.
Maintain up-to-date knowledge of products, service expertise, process workflows and tools to maintain abilities to support all customers.
Utilize the appropriate escalation process as needed, working closely with product, customer success and implementation teams to define and support implementation of corrective action plans to resolve issues in a timely manner.
Champion product improvements and customer success to enable continued business growth.
Identify process and troubleshooting improvement opportunities.
Utilize technical training to support use of remote diagnostic troubleshooting tools to speed resolution and support to customers. Ensure all customers have functional remote capability to facilitate remote troubleshooting.
Maintain a knowledge base of known and frequent issues and their resolution.

Requirements:

Associate/bachelor’s degree in IT related fields. Preferably 2+ years in cybersecurity.
Proficient knowledge of SQL is mandatory.
Knowledge of C# (C-Sharp)
Knowledge of Python and/or PowerShell scripts would be a plus.
Problem solving skills is mandatory.
Working Knowledge of a wide range of debugging techniques, analyzes and resolves complex application/software issues with minimum assistance.
Ability to communicate effectively (verbal & written) with customers and internally (cross-functionally) regarding platform and technical issues.

About Sphere

SPHERE is an industry-disrupting organization that has redefined how companies achieve controls across their environment. We’ve productized 10 years+ of experience into a purpose-built automation platform, SPHEREboard. The solution provides an innovative approach, starting with collection and incorporating remediation of your most critical data, privileged accounts, on-prem Messaging and O365 assets. Our mission is to provide best-of-breed software and services for all your access governance needs. Our office is headquartered in Newark, NJ, across from the Newark Prudential Center and Newark Penn Station.
SPHERE is an equal opportunity employer. Applicants will be evaluated without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

About Sphere

SPHERE is an award-winning, woman-led cybersecurity business that is redefining how organizations improve security, enhance compliance—and achieve ongoing Identity Hygiene. SPHERE puts rigorous controls in place that secure your most critical data, create the right governance process for your systems and assets, and help keep your company compliant with all relevant regulations. Our office is headquartered in Newark, NJ, across from the Newark Prudential Center and Newark Penn Station.

SPHERE is an equal-opportunity employer. Applicants will be evaluated without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

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Why work for SPHERE?

We’re constantly on the hunt for talented individuals who are passionate about cybersecurity and excited to take on the challenge of securing customer environments, preventing data breaches, and implementing governance processes.

Product Support Engineer

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About Sphere

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