Technical Support Lead - USA (Remote)

Securiti has been widely recognized as an industry innovator, being named “Most Innovative Startup” at RSA Conference 2020, Leader in the Forrester Wave Privacy Management Software, and winner of the 2020 HPE-IAPP Innovation Award.

The company is being built by proven serial entrepreneurs and executives who have successfully built and scaled high growth global companies before. If you aspire to work on cutting edge technologies and frameworks, side by side with some of the smartest technologists, this may be a unique place for you.

Based in USA, you will be the frontline Technical Support Lead for our Enterprise Customers, key member of our frontline Customer Success team, you will help craft the company's customer support strategies, building strong relationships with customers and collaborating with cross-functional stakeholders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.

Ideally you will have a strong technical background with experience in triage, troubleshooting and solving of customer issues and implementations. Pre-sale or post-sale Solution Architecture background would be considered advantageous.

Objectives of this Role

• Diagnose, troubleshoot and resolve issues with assigned clients, implementations, training, increase adoption, ensure retention, and high levels of customer satisfaction
• Respond to technical support tickets to help establish a trusted and strategic advisor relationship to help drive continued value of our products and services
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
• Maintain existing customer success metrics and data as directed

Daily and Monthly Responsibilities

• Propose simple and effective solutions building trust and rapport, highlighting best practices, and proper logging of all issues
• Provide accurate feedback to customers promptly in accordance with SLA’s
• Facilitate interaction and workflow between team members, including engineering and account team, to ensure deliverables are on time
• Collaborate, problem solve, and/or strategize upcoming client meetings with team members
• Prepare accurate reports promptly and maintain the highest level of customer satisfaction

Required Skills and Qualifications

• 3-5 years of experience in customer support, customer success and 1-2 Years in Cyber/Data Protection
• Strong verbal and written communication, critical thinker, and customer focused attitude
• Good technical knowledge
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Prior experience working with customers from North America, Europe or Asia Pacific providing support or training for a technology-based product

Preferred Qualifications

• Bachelor’s degree
• Knowledge of Salesforce and project management tools

About Us

Securiti solves challenges across governance, privacy, and security. With a foundation in data understanding and a team that was responsible for developing and deploying the market leading CASB & DLP technology, we were able to create a platform from the ground up that leverages automation and workflows to solve complex privacy, data, and security business challenges with a simplified interface promoting collaboration across the business. Ease of use, quick to deploy and customizable are all reasons why companies select Securiti versus stitching multiple vendors together to address their challenges.

The exponential growth of data brings massive new opportunities, but also brings increasingly perilous security, compliance, and privacy risks. At Securiti, our mission is to enable organizations to safely harness the incredible power of data and the cloud by controlling the complex security, compliance, and privacy risks. Securiti’s solution uniquely combines AI-powered data intelligence with full workflow automation, simplifying compliance with GDPR, CCPA, LGPD and other regulations. Granular insights into structured and unstructured data enable organizations to monitor risk, control access and protect sensitive data at scale.