Job Description
Title: Customer Support Representative – Tier 1 Technical Support Engineer – Remote
Location: Denver, Colorado
Full-Time
Description
At DNSFilter we have a singular mission: to challenge the way the industry thinks about security via DNSand we need your help! We’ve come a long way over the past few years. In 2021 we had a successful $30 million Series A funding round, and in 2022 we became the fastest DNS security tool on the planet and joined forces with privacy-focused VPN Guardian! This year we’re continuing our product-fueled growth by adding new features to assist our customers with their DNS-layer security and broadening our solution to meet the needs of our customers. This is a fully remote, full-time, hourly role.
As our company grows, we realize we have a missing piece and that’s where you come in! We are looking for a Tier I Technical Support Engineer who is self-driven and naturally curious, a good teammate, and a great addition to the team. This person will be self-motivated and able to work independently while maintaining a high level of productivity and quality work. An ideal candidate should have broad technical knowledge of networking, routing, DNS, and TCP/IP protocols, but should also exhibit high levels of customer service.
We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion is a key to innovation and excellence; therefore we encourage people from all backgrounds to apply to our positions!
You will:
- Be a Product expert on DNSFilter products
- Consult with customers on their configurations
- Test new features before they are released for general use.
- Contribute to support video tutorials and technical documentation
- Provide exceptional support to our growing customer base through our chat portal, product dashboard and website
- Respond to support tickets and educate customers on standard troubleshooting
- Address requests of improperly categorized domains
- Be a liaison between our customers and our development teams to replicate, track, and communicate the status of feature requests and bugs
- Use your initiative to proactively find ways to move the business forward
Requirements
- Ability to work full time 8 am – 5 pm MST (10 am – 7 pm ET) regardless of your timezone
- Ability to work the following 24/7 365 on-call rotations: One weekend every 2 months, 5 pm Friday ET – 8 pm Sunday ET, and one-weekday rotation 8 am – 6 pm MST (10 am – 8 pm ET)
- 2-3 years of experience working in a customer-facing technical role
- Solid understanding in networking, routing, DNS, and TCP/IP protocols
- Excellent customer service skills
- Ability to work in and contribute to a collaborative team environment
Bonus points for:
- Bachelor’s degree in Computer Science, similar field, or equivalent in industry experience
- Experience providing technical support to enterprise customers
- Experience working for (or with) an MSP
- Experience working remotely
- Experience with roaming clients
- Experience with RMM
- Experience with Hyper V, Azure, and/or Active Directory