Key skills
Platform supportTechnical supportEnterprise service supportSoftware as a Service (SaaS)Data analysisWorkflow analysisCloud computingAPI integrationJIRASQLSalesForceGoogle SuiteZendeskJavaScriptPythonClient-facing communicationJavaAnalyticsSaaSSalesforceJiraLeadershipCommunicationProblem SolvingTime ManagementPresentation SkillsSales
About this role
ZeroFox is on a mission to make the internet safer for all. They are seeking a Platform Engineer to build and deploy platform configurations while collaborating with various teams to resolve customer issues and enhance service delivery.
Responsibilities:
- Manage multiple customer initiatives while leading platform configuration and technical support efforts for enterprise services organization
- Work with customers to prioritize and document challenges, articulate product solutions that will fit specific requirements, and communicate expectations back to customers
- Improve processes and workflows; participate in improving the services we provide to our platform customers, including but not limited to configuration, product and managed services improvements for the ZeroFOX platform
- Draw upon system architecture and its interrelated components to differentiate between common vs. critical system issues. Escalate to higher tiers of support accordingly
- Communicate system requests / issues / improvements / enhancements, translating them to our cross-functional team(s), if necessary, and following through with our customers
- Think creatively about ways to solve customer problems and increase the level of customer engagement over time
- Manage ZeroFOX platform configurations
- Act as an escalation point for our team and customers
- Optimize configuration and support processes and ensure support quality
- Enable efficiency and customer insight via systems, automation and best practices
- Collaborate with management and cross-functionally with Sales, Product, and Professional Services teams
Requirements:
- Successful track record while working in platform support / technical support / implementation with experience in enterprise service support and SaaS offerings, typically obtained in 3-5 years
- Experience with Software as a Service (SaaS) and/or software applications technical support
- Solid organizational & prioritization ability; ability to manage multiple customer initiatives
- Excellent client-facing communications, both written & verbal
- Professional and effective presentation skills
- Technical skills and aptitude (former SaaS experience a plus)
- Systems thinking - knowledge of how to organize data and workflow
- Problem solving - ability to look at problems in multiple ways and provide creative solutions
- Detail-oriented with an analytical mindset
- Experience with Data / Workflow Analysis
- Strong verbal and written communication skills
- Ability to ask leading questions to identify and troubleshoot root of a problem
- Ability to create win-win solutions with customers
- Thought leadership- ability to see big picture to lead a customer to a bigger/better solution
- Customer Management - possessing a solid record of delighting customers
- Empathy - ability to see multiple sides of a challenge, a solution, and their respective ramifications across the business
- Organization - excellent time management
- Proactivity - thinking ahead; solutions-orientation
- Teamwork - recognition of impact and ways to support the team
- Ownership of work - desire and ability to take control and see projects to completion
- Previous exposure to cloud computing and API integration work
- Knowledge of data querying, analytics, dashboards, and reporting
- Skill with various workflow tools: JIRA, SQL, SalesForce, Google Suite, Zendesk
- Eagerness to improve processes and to work smarter, not harder. Constant drive to evolve and reduce redundant work
- Past experience working in software support, configuration and / or training capacity
- Experience with/exposure to 1 or more technologies / languages listed below: Java Script (preferred), Python, SQL