Support engineer [h1.location_city]

Who You Are :

You’re someone who thrives on solving complex challenges and delivering top-tier support. In this role, you'll provide enterprise-level technical assistance to our rapidly growing global customer base, ensuring that both technical and non-technical end users receive effective solutions through various channels. Your expertise will be critical in maintaining customer satisfaction and success.

What You'll Be Doing :

• Providing high-quality technical support to Invicti’s enterprise customers.
• Delivering technical solutions to both technical and non-technical end-users via zoom, our support system, and other channels as needed.
• Resolving and taking full ownership of reported customer issues by means of research, diagnosis, troubleshooting, and identifying solutions.
• Remotely connecting to customers’ installations to troubleshoot technical difficulties.
• Evaluating deeper insights into the challenges faced by customers by reviewing product log files.
• Escalating unresolved support tickets to tier 2 support.
• Providing prompt and accurate feedback to customers.
• Ensuring proper documentation and resolution of all technical inquiries.
• Collaborating with the Invicti sales team, resellers, and distributors with technical queries.
• Proposing new technical content to be shared within Invicti’s social media articles, blog postings, and other means of communication with our customer base.

Requirements

What You'll Need :

Benefits

Why Invicti :

Your Health & Wellness Matters :

Health Insurance : Taking care of our team goes beyond the office.  We cover 100% of employee health care, vision and dental premium costs. For dependents, we contribute 75% of the health care and 50% vision / dental premium cost, so you can be sure that you and your family are in the best possible health. Coverage is effective your first day.

Employee Assistance Program : Emotional Support Counseling services - 24 / 7 Life Coaching, Dependent Care, Elder Care, Financial & Legal Support, Wellness Coaching, New Parent Support and more

Parental Leave : 16 weeks paid leave for birthing parent recovery. 4 week paid leave for non-birthing / bonding  parent

401(k) Savings Plan : 50% up to 6% company match with 100% annual cliff vesting

We Value Adult / Life Balance :

Hybrid Working : If you are local to one of our office locations, you can work a hybrid / home schedule - we got you covered

Discretionary Time Off : Enjoy a flexible vacation schedule where you do not have to wait to use time off until it is accrued

Quarterly Thrive-Wellness Days : One extra vacation day per quarter where the entire company takes a break from normal, daily activities to refresh and rejuvenate

Volunteering : 5 days of paid time off each year to participate in the volunteer activities of your choice

We Value You :

Employee Recognition : Ongoing recognition & rewards. A Culture that emphasizes personal and professional growth

At Invicti, we embrace diversity and individuality in all forms. Discrimination has no place here - regardless of race, religion, gender, age, ability, sexual orientation, or any other aspect that makes you unique. We're all about creating a space where everyone feels valued and included. So come as you are and join us in shaping the future of our industry.