Orama are working closely with a Series D start-up who have raised $175m in funding, have a valuation over $2 billon and have been backed by some top VCs in the cyber space.
The tech: A secure Enterprise Browser that aims to secure BYOD (bring your own device), work-from-anywhere patterns, and contractor access.
Beyond security, it also helps customers boost workforce productivity and improve user experience.
Responsibilities: Provide exceptional technical support to enterprise customers, promptly addressing their queries and issues via various communication channels (email, phone, chat).
· Demonstrate a deep understanding of our products and its integration with clients' systems to offer effective solutions and guidance.
· Collaborate with cross-functional teams, including development and QA, to escalate and resolve critical customer issues promptly.
· Document customer interactions, technical solutions, and best practices to create an organized knowledge base for both internal and external use.
· Actively contribute to product improvement by providing valuable feedback and insights gained from customer interactions.
· Work independently with a self-sufficient and proactive approach while adhering to established SLAs and performance metrics.
· Ability to work off-hours when needed.
Must have: This position is based in Reading (3 days in office.)
· 5+ years of hands-on experience in support roles, working directly with enterprise customers.
· 5+ years of proven experience in troubleshooting methodologies and problem-solving skills.
· 3+ years of working in a startup environment and the ability to thrive in a fast-paced, agile atmosphere.
· In-depth knowledge of network and security devices, such as Okta, Zscaler, and Siem.
· Expertise in OS systems, including, Windows, Mac and Linux.
· Strong debugging skills for Windows applications and a solid understanding of the protocol.
· 5+ years of experience with IT tasks like installing virtual machines and configuring IT environments.
· 5+ years of experience with support methodologies and tools (Confluence, Salesforce, Jira).
· 3+ years of experience working with Log systems like Coralogix, and Sentry.