Customer Support Engineer - Hybrid or Remote

👋Hey there, join us in revolutionising the way we understand and mitigate human risk!

We’re looking for a Customer Support Engineer to join our ever-growing Customer Success team.

We want this person to provide hands-on enterprise-level technical support to new and existing customers which in turn will drive customer excellence, product adoption and retention. This opportunity is perfect for a techie self-starter ready to roll up their sleeves and from day one take ownership of customer support cases and queries. 

Who are we?
At CultureAI, we aim to help employees prevent cyber breaches. We're looking for passionate, driven people to join our team and help us transform how organisations manage human cyber risk. We're disrupting the security awareness industry with our data-driven approach to measuring employee security behaviours and driving personalised security coaching and interventions - we'd love for you to join us!!

Our mission is to make the world more secure. We see direct parallels between how we elevate security through our company and empower it within. We believe in creating a safe space for our employees to express, innovate and educate. Diversity and inclusion are at the core of what we do, helping us drive our security ambitions and making the world a more secure place for all.

Day in the life

• Technically support new and existing customers
• Investigate and troubleshoot technical issues and make recommendations to improve platform performance and value
• Maintain detailed case history and escalate issues appropriately
• Handle support cases from the queue in line with prioritisation targets
• Liase with our Dev Team to raise bug tickets and prioritise them accordingly, regularly updating clients as these progress.
• Provide training as needed to ensure customers understand product functionality
• Host technical support calls with clients who need a working session to help them work through technical queries
• Work with and provide exceptional tech support to CultureAI partners and resellers
• Ensure we uphold CultureAI's response time SLAs to end customers
• Review cases periodically to ensure appropriate procedures and escalation paths are followed by team members
• Provide periodic updates to CCO on engineer performance, potential issues, and opportunities for improved efficiency
• Monitoring of relevant Slack channels to ensure appropriate team awareness and response
• Working in collaboration with the client facing teams for any raised customer challenges and/or escalations
• Work with management to help identify support trends and opportunities for improvement within the team
• Help to keep our client Knowledge Based up to date

What you bring to the team 

The ideal candidate will have 3-5 years of enterprise-grade technical support experience at a CyberSecurity or B2B SaaS and/or tech company.

• Excellent written and verbal communication skills, including the ability to communicate technical concepts clearly and effectively to executives or non-technical stakeholders across all levels of a customer organisation
• An emphasis on customer satisfaction and the ability to remain calm under pressure
• Use of Hubspot CRM or its equivalent for ticket/case management ideal but not essential
• Experience with technical concepts:
  • Directory synchronisation with 3rd parties (AzureAD, Google, OKTA, SCIM)
  • Enterprise deployment (Office365 apps/extensions, Google Workplace, SCCM/Intune/MDM, Group Policy, Slack, Teams)
  • Mail server configuration (whitelisting, rulesets, O365 connectors, inbound/outbound security scanning)
  • Standard security products (web proxies, mail filters, antivirus, MFA, EDR)
  • APIs and associated authentication mechanisms
  • Security concepts (SSL/TLS, Encryption/Hashing, Data sanitisation)
• Located in the United Kingdom 

What do we offer?
We want to make sure you feel taken care of and are getting the best rewards possible.
Here is a taste of some of the benefits you’ll receive as a valued member of the CultureAI team:

⚕ Private healthcare scheme
💸 Share options
🏖 30 days holiday + bank holidays
🐶 Remote work or pet-friendly offices, the choice is yours
📖 Training opportunities
🎉 Regular socials (non-compulsory and not just going to the pub!)
Plus many more!!!

Next steps

Stage 1 - Exploring your goals with our internal Recruiter
Stage 2 - Deep dive with our Lead Customer Success Manager
Stage 3 - Challenge interview with our CRO and CTO
Stage 4 - Values chat with some of the team