Experienced Customer Support Engineer – Technical Expertise and Customer Satisfaction Specialist for Secure Networking Solutions at blithequark

About blithequark

blithequark is revolutionizing the way people and devices connect securely over the internet. Our mission is to make the internet easy, sensible, and safe for everyone, from hobbyists to multinational corporations. Founded in 2019, we are a fully distributed company backed by prominent investors, including Accel, CRV, Insight, Heavybit, and Uncork Capital. At blithequark, we are passionate about delivering software that protects networks, shares access to internal tools, and more, making us a leader in the secure networking solutions industry.

Introduction to the Role

We are seeking a highly skilled and motivated Customer Support Engineer to join our growing team at blithequark. As a Customer Support Engineer, you will play a critical role in providing technical support to individuals, teams, and companies using our secure networking solutions. You will be part of a collaborative team of engineers focused on delivering exceptional support and proactively solving friction by partnering with our Sales, Product, and Engineering teams. If you are passionate about solving customer issues, providing high-quality support, and working in a dynamic and technical environment, this role is perfect for you.

Key Responsibilities and Duties

As a Customer Support Engineer at blithequark, your primary responsibilities will include:

• Becoming an expert in the use of blithequark's product, including Access Control, Authentication, and Routing features, to provide in-depth technical support to customers.
• Handling support requests from customers regarding issues occurring in their use of the product, ensuring timely and effective resolutions.
• Collaborating closely with Customer Success, Sales, and Engineering teams to help users successfully deploy blithequark's product and resolve any technical issues that may arise.
• Working with our Engineering team to debug and fix customer issues, providing valuable feedback to improve the product and overall customer experience.
• Developing and maintaining comprehensive technical documentation to support customer self-service and improve knowledge sharing within the team.
• Participating in ongoing training and professional development to stay up-to-date with the latest technologies, trends, and best practices in customer support and secure networking solutions.

Essential Qualifications and Skills

To be successful in this role, you will need:

• 4+ years of experience in a support role within a SaaS company, preferably in the secure networking solutions or cybersecurity industry.
• 1+ year of experience with network troubleshooting, including knowledge of NS lookup, IP tables, and other relevant networking concepts.
• Excellent interpersonal communication skills, with the ability to work effectively on a team and collaborate with technical and non-technical stakeholders.
• Strong written communication skills, with the ability to craft clear, concise, and informative responses to customer inquiries via email and async Slack conversations.
• A strong desire to work with customers and partners to solve problems, with a customer-centric approach and a passion for delivering exceptional support experiences.

Preferred Qualifications and Skills

While not required, the following qualifications and skills are preferred:

• Experience with blithequark's product or similar secure networking solutions, with a deep understanding of Access Control, Authentication, and Routing features.
• Knowledge of programming languages, such as Python, Java, or C++, and experience with scripting and automation tools.
• Familiarity with IT service management frameworks, such as ITIL, and experience with ticketing systems, such as JIRA or Zendesk.
• Certifications in networking, cybersecurity, or related fields, such as CompTIA Network+ or CISSP.

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Technical expertise: A strong foundation in networking concepts, protocols, and technologies, with the ability to learn and adapt to new technologies and solutions.
• Problem-solving skills: The ability to analyze complex technical issues, identify root causes, and develop effective solutions.
• Communication skills: Excellent written and verbal communication skills, with the ability to craft clear, concise, and informative responses to customer inquiries.
• Collaboration and teamwork: The ability to work effectively on a team, collaborate with technical and non-technical stakeholders, and build strong relationships with customers and partners.
• Adaptability and flexibility: The ability to adapt to changing priorities, technologies, and customer needs, with a flexible and customer-centric approach.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to supporting the growth and development of our employees. As a Customer Support Engineer, you will have access to:

• Ongoing training and professional development opportunities to stay up-to-date with the latest technologies, trends, and best practices in customer support and secure networking solutions.
• Mentorship and coaching from experienced engineers and technical leaders.
• Opportunities for career advancement and growth within the company, including leadership roles and specialized technical positions.
• A culture of innovation and experimentation, with the freedom to try new approaches and solutions.

Work Environment and Company Culture

At blithequark, we pride ourselves on our inclusive, flexible, and dynamic work environment. As a fully distributed company, we offer:

• Remote work options: The ability to work from anywhere, with flexible schedules and asynchronous communication.
• Inclusive culture: A culture that values diversity, equity, and inclusion, with a focus on creating a welcoming and supportive environment for all employees.
• Flexible work arrangements: The ability to balance work and life, with flexible paid time off, parental leave, and other benefits.
• Professional development opportunities: Ongoing training, mentorship, and coaching to support your growth and development.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive total compensation package, including:

• Base salary: A competitive base salary, with a target range of $105,860—$132,660 CAD.
• Equity incentive plan: An equity incentive plan, with opportunities for long-term growth and wealth creation.
• Comprehensive benefits: Comprehensive group benefits, including health, vision, dental, and more, with no waiting period.
• Remote work setup: A build-your-own home office setup, with a company-owned laptop, monthly home internet reimbursement, and $1000 USD to customize your workstation.
• Paid time off and parental leave: Flexible paid time off and a generous parental leave program, with up to 26 weeks of leave.

Conclusion

If you are a motivated and skilled Customer Support Engineer looking for a challenging and rewarding role, we encourage you to apply to blithequark. As a member of our team, you will have the opportunity to work with a talented and dedicated group of professionals, develop your skills and expertise, and contribute to the growth and success of our company. Don't miss out on this exciting opportunity to join a leader in the secure networking solutions industry and take your career to the next level. Apply now to become a part of the blithequark team and help us shape the future of the internet.