Senior Technical Software Support Engineer
Job Summary
As Senior Technical Software Support Engineer, you will be responsible for acting as a liaison between customers and Cyber Reliant. You will assist with software issues, orders, errors, account questions, billing, cancellations, and other queries. You will also introduce proper protocol and procedure for technical problem resolution within the environment and work to ensure its stability and efficiency. A background in engineering or IT support is required.
Responsibilities and duties
- Ability to define technical support process and recommend improvements
- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper opening, updates and closure of all issues
- Provide mentoring to other Technical Support Engineers
- Ability to lead a small team
- Resolve customer software issues via phone, email, mail, or social media
- Use telephones to reach out to customers and verify account information
- Assist with placement of orders, refunds, or exchanges
- Suggest expert solutions and provide internal feedback
- Compile summary reports on overall customer satisfaction
- Ability to work with various support tools to perform job
Requirements
- US Citizen with willingness and ability to be cleared if necessary
- 10+ years of IT experience; at least 5 of which within software development with strong working knowledge of C/C++ (Preferred), Java
- BS degree in Information Technology, Computer Science or equivalent
- Proven working experience in enterprise technical support, IT support or as a technical engineer
- Advanced knowledge of proper technical problem resolution procedure and the ability to implement said procedure into a new environment
- Advanced knowledge of Windows and UNIX systems and operations, utilities and scripting
- Advanced knowledge of Android systems and operations
- Strong problem-solving skills
- Excellent client-facing skills
- Excellent written and verbal communication skills
Nice to Have
- Experience with mobile platform development
- Knowledge of encryption
About Cyber Reliant
Cyber Reliant, founded in 2010 with a mission to provide critical data protection to select government agencies, has quickly become a leading provider of next generation data protection for global markets. Cyber Reliant’s unique approach of encryption, data shredding and storage, called Data Alchemy™, was the first and currently the only software solution authorized by NIAP to securely store classified information on mobile devices. Our collaborative team of engineers and business experts are passionate about protecting valuable data and sharing innovative perspectives to advance data protection capabilities across government and commercial markets.
We’re a young, fast- growing company and are taking the data protection industry by storm! We need more creative, passionate individuals to help fuel this excitement.
Our world-class team is based at HQ in Annapolis, MD, which has quadrupled in office space, receives excellent benefits and enjoys a totally flexible and modern environment. Cyber Reliant is a place where people just want to be. Come be awesome with us!
