Product Support Engineer

Orama Solutions is seeking a Product Support Engineer to provide technical assistance to customers and the sales team. This role involves troubleshooting issues, ensuring the functionality of The Enterprise Browser, and collaborating with cross-functional teams to resolve customer inquiries.

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

Requirements:

• 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 HTTP 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
• Ability to work off-hours when needed
• Bachelor's degree in Computer Science, Engineering, or a related field