Welcome to blithequark: Pioneers in Data Protection and Privacy
blithequark is a leading data protection provider, backed by prominent venture capital firms, and is committed to changing the rules for data privacy. Our mission is to equip customers with the tools to take granular control of their data, everywhere it's shared, through end-to-end encryption for various data sharing platforms. At blithequark, we believe in respecting people and their data, keeping it secure and protected across its entire lifecycle. Our team is passionate about creating an atmosphere that sparks creativity, connection, and professional growth, empowering each other to do their best work.
About the Role: Customer Support Engineer
We are seeking an experienced Customer Support Engineer to join our team, reporting to the Director of Customer Support. As a Customer Support Engineer, you will support a variety of products and customer types, with a primary focus on delivering high-quality support to our largest enterprise customers. You will also take ownership of complex customer situations and projects, leading by example and solving a high volume of tickets with a high degree of quality.
Key Responsibilities:
- Support and maintain blithequark customers, resolving technical and non-technical customer issues in a timely fashion over phone and email.
- Provide a high level of support to blithequark's most complex enterprise customers.
- Use your business skills, technical analysis, and knowledge of the development lifecycle to solve complex issues and promote best practices.
- Achieve high CSAT scores while maintaining a high ticket volume.
- Isolate and identify root causes using a variety of developer tools and applications.
- Document bugs and escalate issues to the Engineering team as necessary, and follow through on solutions.
- Enhance blithequark's support resources: FAQs, documentation, and internal knowledge base.
- Assist Support leadership by identifying and flagging any trends, emergent issues, or areas for improvement.
- Serve as an overflow resource for Tier I support requests.
- Be the first point of contact for most customer escalations (both technical and non-technical).
- Participate in the On Duty rotation (Pager Duty).
Essential Qualifications:
- 3+ years of Technical Support experience – ideally in the SaaS sector supporting/implementing complex technical configurations.
- Excellent interpersonal skills, effective communicator over both email and phone.
- Strong technical aptitude, analytical, and troubleshooting skills.
- Proven track record of solving tickets in a fast-paced environment while maintaining high CSAT scores.
- Experience creating internal and external support documentation.
- Proven track record of making things better and going above and beyond.
- Experience with any or all of the following: Gmail and Chrome extensions, Outlook, web-based apps, Android and iOS apps, Google Workspace administration, Microsoft Office 365 administration.
Preferred Qualifications:
- Experience supporting or implementing email Gateways, APIs, or SDKs.
- Proficient in at least one programming language; ideally JavaScript or Java.
- Experience working in a fast-paced high-growth (startup) environment.
Skills and Competencies:
- Strong problem-solving skills, with the ability to analyze complex issues and develop creative solutions.
- Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and stakeholders.
- Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
- Strong technical skills, with the ability to learn and adapt to new technologies and systems.
- Ability to work collaboratively as part of a team, with a strong focus on customer satisfaction and support.
Career Growth and Learning Opportunities:
At blithequark, we are committed to providing our employees with opportunities for growth and development. As a Customer Support Engineer, you will have access to a range of training and development programs, including:
- A $1,500 annual Learning & Development Stipend to support your ongoing education and professional growth.
- Regular feedback and coaching from your manager and colleagues to help you develop your skills and expertise.
- Opportunities to take on new challenges and responsibilities, with a focus on career advancement and progression.
Work Environment and Company Culture:
At blithequark, we are proud of our dynamic and supportive work environment, which is designed to foster collaboration, creativity, and innovation. Our company culture is built on a foundation of respect, empathy, and inclusivity, with a strong focus on employee wellbeing and satisfaction. As a member of our team, you can expect:
- A flexible and supportive work environment, with a focus on work-life balance and employee wellbeing.
- A range of benefits and perks, including flexible PTO, a Learning & Development Stipend, and access to mental health resources.
- A collaborative and inclusive company culture, with regular team-building activities and social events.
- A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive work environment for all employees.
Compensation and Benefits:
As a Customer Support Engineer at blithequark, you can expect a competitive salary range of $75,000 - $85,000, depending on your experience and qualifications. In addition to your salary, you will also be eligible for a range of benefits and perks, including:
- A flexible PTO policy, with a minimum of 14 holidays per year.
- A $1,500 annual Learning & Development Stipend to support your ongoing education and professional growth.
- Access to mental health resources, including Headspace and an Employee Assistance Program.
- A flat 3% contribution to your retirement account.
- A range of other benefits and perks, including generous parental, medical, and bereavement policies, and full medical, dental, and vision benefits.
Conclusion:
If you are a motivated and experienced Customer Support Engineer looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a member of our team, you will have the opportunity to work with a range of innovative data protection solutions, while developing your skills and expertise in a supportive and collaborative work environment. Don't miss out on this chance to join a dynamic and growing company, and apply today to become a part of the blithequark team!
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