About The Position
Scytale.ai is a cyber risk start-up on a mission to make SaaS security compliance smart, effortless, and simple. We work tirelessly to create an automated end-to-end solution for startups and tech enterprises that struggle with meeting security audit demands. Scytale.ai is backed by VAT IT Group, which has served over 15,000 customers worldwide, including numerous fortune 500 companies for over 20 years.
Role and responsibilities:
We are seeking an individual who is not only passionate about technology but also possesses a genuine interest in assisting our clients in establishing trust within their organizations through compliance. The ideal candidate for this role will display curiosity towards information security and data protection, finding joy in simplifying intricate processes and offering innovative ideas for enhancement. A can-do attitude is essential, coupled with a strong motivation to learn and consistently develop technical skills. If you thrive on the intersection of people and technology, and are committed to ensuring our clients' success, we encourage you to apply.
Requirements
- +1year experience as a technical support and post solution engineering in a SaaS company- Advantage.
- Ability to write and present articulated documentation and processes.
- Managing multiple projects and meeting deadlines by using tech tools.
- Native English speaker with excellent verbal and written skills.
- Proactive self-starter with a solution-focused and positive attitude.
- An independent, curious, rigorous, and proactive type of person.
- Experience with ticketing tools (Jira, Zendesk, Intercom, etc) in a SaaS environment- Advantage.
- Bachelor's degree in Engineering, Information Systems, Computer Science, etc.
- Information Security certification such as CISSP, CISA, CISM, CCSK, ISO 27001 Lead Implementer- advantage.
- Ability to work collaboratively in a fast-paced environment
Responsibilities
- Provide exceptional tier 1 technical support to clients, addressing and resolving technical issues promptly.
- Provide exceptional tier 1 professional support to clients, addressing and resolving professional ( compliance) issues promptly.
- Respond to client inquiries via various channels (email, chat, tickets) and effectively troubleshoot problems.
- Collaborate with cross-functional teams to resolve complex technical issues and escalate when necessary.
- Utilize ticketing tools to log, track, and manage client issues, ensuring accurate and timely resolution.
- Maintain detailed and comprehensive documentation of technical support processes, troubleshooting steps, and issue resolutions.
- Establish and maintain positive relationships with clients through clear and effective communication.
- Communicate technical information in a user-friendly manner to clients with varying levels of technical expertise.
- Conduct regular follow-ups with clients to ensure satisfaction and gather feedback.
- Assist clients with the technical onboarding process, ensuring a smooth transition to our products.
- Provide expertise and guidance in the post-implementation phase, addressing any technical challenges or enhancements required.
- Collaborate with the product development team to communicate client feedback and contribute to continuous improvement of our products.