Tier 1 Customer Support Specialist

Join us and:

• Respond to customer requests and escalations via Salesforce while continuing to educate our clients on the use of our solutions
• Manage a diverse and complex scope of support issues directly related to the use, support, and implementation of SparkCognition products and solutions
• Investigate customer escalations, lead technical calls with clients when needed, and handle high priority issues related to SparkCognition solutions
• Develop relationships with our customers, working hand-in-hand to understand their distinct environment
• Build out documentation and knowledge base articles for a variety of technologies and solutions
• Maintain and expand working knowledge of SparkCognition products as well as their integration and methods of support delivery
• Partner and effectively communicate with Engineering and Product teams to identify solutions to complex problems and target areas of improvement to better serve our customers

You will:

• Experienced in the world of technical SaaS support
• Self-motivated, detail-attentive, and have a desire for continuous learning
• A critical thinker who defaults to a client-centric approach
• Experienced as a customer-facing Support or Solutions Engineer, and comfortable working on difficult customer issues
• Able to reproduce issues, replicating customer environments as needed and document issues in order to contribute to our internal team documentation
• Experienced in both cloud-based and on-premise service and technology environments
• Familiar with AWS / Azure / GCP consoles and UI
• Familiar with troubleshooting common client/server applications.
• Familiar with SSL communication and other encryption technologies.
• Able to debug problems and deliver solutions with a high level of customer satisfaction

Your background:

• CS/IT degree or 2+ years of relevant experience
• Some programming experience and advanced knowledge of macOS, Windows, and Linux systems
• Experience using Salesforce, Jira, Confluence, or similar software
• Software and hardware firewall implementation and management
• Security network, and systems related professional certifications or comparable experience is a plus

SparkCognition is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. SparkCognition prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.