Waratek is seeking top quality candidates as this is a critical position for the company. As a leader in the application security market and an early stage start-up company, ensuring and maintaining customer satisfaction is absolutely essential.
This position requires good technical and security expertise combined with the ability to fully understand what the customer is trying to accomplish. The person in this role will build strong long-term relationships with a customer base consisting of highly qualified and intelligent software development engineers and security professionals. In order to earn their respect, this person must not only be equally qualified and intelligent, they must demonstrate a commitment to their success. In particular, this person will lay the foundation for our support operations, allowing us to scale into a global, follow-the-sun, first class organization. The position will be located in our Dublin office and we will consider a flexible hybrid work environment. Only candidates who are legally authorized to work in without visa sponsorship will be considered for this position.
ResponsibilitiesProviding technical support for customers who are using Waratek's portfolio of application security productsProviding post-Production support for products and services as well as some pre-Production support/management for key customers during their Journey to ProductionPersonally guiding and trouble-shooting customer-facing technical issuesCoordinating with other internal teams such as PreSales, Sales, Engineering, Test Automation and other Customer Success TeamsDeveloping and improving the processes and tools used by Customer Success, especially those used by Support, to continue providing a world class global support servicePrimary resolution point for issues and questions raised by customersDeveloping and nurturing long term customer relationshipsTracking and resolution of customer & partner issues and featuresCreating, tracking and reporting on key Support Metrics and dataRequirementsGraduate Diploma or higher in Computer Science or related disciplines such as Electronic EngineeringStrong problem-solving and communication skillsVery strong analytical and organisational skillsSeveral years experience in a support role with customer-facing experienceStrong demonstrable experience with customer service software (e.g. Hubspot Service Desk, Zendesk, Service Now, etc)Familiarity with scripting and interpreted languages such as BASH, Python, etc.Comfortable working on a Linux and/or Windows based environmentFamiliarity with project development software such as Confluence, Jira, etc.A high level of fluency in English is mandatory (multilingual skills are an advantage)
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