Principal Customer Support Engineer – Advanced Technical Support and Leadership for Cloud-Based Security Solutions at blithequark

About blithequark

At blithequark, our mission is to build a connected society, rooted in trust, with identity-first security for every machine and human. We help organizations move fast to establish digital trust at scale — and then maintain it. With decades of cybersecurity experience, blithequark is trusted by more than 1,500 companies across the globe. We are proud to continually earn recognition as a Best Place to Work, and we achieve that through our amazing people who cultivate our culture as we grow. We hope you will trust your future with blithequark!

About the Position

The Principal Support Engineer at blithequark tackles critical, complex incidents, collaborates with product and development teams to address technical blockers, and provides insights to enhance product capabilities. As a key member of our support team, you will be responsible for resolving the most complex and critical issues, managing high-profile customer escalations, and ensuring resolution satisfaction. If you are a motivated and experienced technical support professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Resolves the most complex and critical issues that Tier 2 cannot address, utilizing advanced technical knowledge and expertise to provide effective solutions.
• Conducts comprehensive root cause analysis and implements long-term solutions to prevent recurring issues and improve overall system stability.
• Manages high-profile customer escalations and ensures resolution satisfaction, providing timely and effective communication to customers and internal stakeholders.
• Oversees resolution plans for the most challenging cases and ensures effective handling, collaborating with cross-functional teams to drive improvements in support processes and infrastructure.
• Analyzes and optimizes case management strategies based on performance data, identifying areas for improvement and implementing changes to enhance support efficiency and customer satisfaction.
• Provides guidance and support for complex case resolutions and escalations, serving as a subject matter expert and mentor to junior team members.
• Leads strategic efforts to address systemic issues and improve support processes, driving innovation and continuous improvement in support operations.
• Implements long-term fixes for recurring problems and enhances system stability, utilizing advanced technical knowledge and expertise to identify and resolve root causes of issues.
• Analyzes complex support metrics to guide strategic improvements, providing data-driven insights to inform support operations and drive business growth.
• Serves as a subject matter expert in blithequark’s most advanced product lines, providing expert-level guidance on compliance and cryptographic practices to customers and internal stakeholders.
• Provides expert-level guidance on compliance and cryptographic practices, demonstrating unparalleled expertise in diagnosing complex issues across multiple technical domains.
• Drives product knowledge initiatives and shares expertise within and outside the team, collaborating with cross-functional teams to drive improvements in support processes and infrastructure.
• Demonstrates unparalleled expertise in diagnosing complex issues across multiple technical domains, applying advanced domain knowledge to improve support strategies and customer solutions.
• Provides leadership and insights into emerging technical challenges and solutions, staying up-to-date with the latest trends and developments in relevant technologies.
• Oversees the creation and maintenance of comprehensive technical documentation, ensuring that documentation and knowledge sharing align with industry best practices.
• Provides mentorship and technical guidance to all levels of support staff, ensuring that team members have the skills and knowledge needed to provide exceptional customer support.
• Ensures documentation and knowledge sharing align with industry best practices, driving continuous improvement in support operations and customer satisfaction.
• Leads major incident management efforts, ensuring rapid and effective resolution of critical issues and minimizing downtime and impact on customers.
• Handles high-stakes customer escalations, maintaining a focus on resolution and customer satisfaction, and providing timely and effective communication to customers and internal stakeholders.
• Manages and improves the support research labs for incident replication and analysis, collaborating with cross-functional teams to drive improvements in support processes and infrastructure.
• Partners with key departments to drive improvements in support infrastructure and processes, collaborating with product and development teams to address technical blockers and enhance product capabilities.
• Leads cross-functional projects to enhance support tools and technologies, driving innovation and continuous improvement in support operations and customer satisfaction.
• Represents support leadership in strategic planning and product development initiatives, providing expert-level guidance and insights to inform business growth and development.

Essential Qualifications

• Exceptional expertise in delivering cloud-based products/services, with mastery in supporting Windows Server OS, Linux, IIS, ADFS, WAP, and Active Directory.
• Excellent oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact.
• Strong troubleshooting and supporting skills using SQL Database, with the ability to analyze complex issues and provide effective solutions.
• Strong knowledge of network infrastructure and firewalls troubleshooting mainly for AWS and Azure, with the ability to diagnose and resolve complex technical issues.
• Experience in case management using Zendesk, with the ability to manage and resolve customer cases in a timely and effective manner.
• Ability to mentor junior team members to meet our support targets and customer experience standards, providing guidance and support to ensure team members have the skills and knowledge needed to provide exceptional customer support.
• Experience with containers and containerisation technologies i.e. Docker, with the ability to diagnose and resolve complex technical issues related to containerization.
• Self-motivated with the ability to manage customers cases and high profiles escalation and outages adequately and professionally working cross-functionally to voice the customer impact.
• Strong commitment to providing exceptional customer service and ensuring customer satisfaction, with the ability to communicate clearly and professionally with customers, both verbally and in writing.
• Capable of identifying root causes of common customer problems and offering clear, concise resolutions, with the ability to analyze complex issues and provide effective solutions.
• Ability to communicate clearly and professionally with customers, both verbally and in writing, with the ability to provide timely and effective communication to customers and internal stakeholders.
• Extensive knowledge of PKI fundamentals, ADCS is essential, with the ability to provide expert-level guidance on compliance and cryptographic practices to customers and internal stakeholders.
• Commitment to continuous learning and staying updated with the latest trends and developments in relevant technologies, with the ability to apply advanced domain knowledge to improve support strategies and customer solutions.
• Certification is one or more of the industry standards such as ITIL, Cloud Certs i.e. AWS, Azure, Network+, or Security Certs i.e. Security+ and CISSP, with the ability to demonstrate expertise and knowledge in relevant technologies and frameworks.
• Significant experience in leading customer technical support operations and escalations within a SaaS or software provider, with the ability to manage and resolve complex technical issues and provide exceptional customer support.
• Mastery of industry trends, company strategy, and future direction, along with extensive knowledge of cross-functional processes, with the ability to provide expert-level guidance and insights to inform business growth and development.

Preferred Qualifications

• Experience working in a fast-paced and dynamic environment, with the ability to adapt to changing priorities and deadlines.
• Strong understanding of cloud-based security solutions and technologies, with the ability to provide expert-level guidance and support to customers and internal stakeholders.
• Experience with agile development methodologies and version control systems such as Git, with the ability to collaborate with cross-functional teams to drive improvements in support processes and infrastructure.
• Strong analytical and problem-solving skills, with the ability to analyze complex issues and provide effective solutions.
• Excellent communication and interpersonal skills, with the ability to communicate clearly and professionally with customers, both verbally and in writing.
• Ability to work independently and as part of a team, with the ability to collaborate with cross-functional teams to drive improvements in support processes and infrastructure.
• Strong commitment to providing exceptional customer service and ensuring customer satisfaction, with the ability to communicate clearly and professionally with customers, both verbally and in writing.

Skills and Competencies

• Advanced technical knowledge and expertise in cloud-based security solutions and technologies.
• Strong analytical and problem-solving skills, with the ability to analyze complex issues and provide effective solutions.
• Excellent communication and interpersonal skills, with the ability to communicate clearly and professionally with customers, both verbally and in writing.
• Ability to work independently and as part of a team, with the ability to collaborate with cross-functional teams to drive improvements in support processes and infrastructure.
• Strong commitment to providing exceptional customer service and ensuring customer satisfaction, with the ability to communicate clearly and professionally with customers, both verbally and in writing.
• Ability to adapt to changing priorities and deadlines, with the ability to work in a fast-paced and dynamic environment.
• Strong understanding of industry trends and company strategy, with the ability to provide expert-level guidance and insights to inform business growth and development.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to providing our employees with opportunities for growth and development. As a Principal Customer Support Engineer, you will have the opportunity to work on complex and challenging projects, collaborate with cross-functional teams, and develop your skills and expertise in cloud-based security solutions and technologies. You will also have access to training and development programs, including certification programs and conferences, to help you stay up-to-date with the latest trends and developments in the industry.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive work environment. We believe in fostering a culture of trust, respect, and open communication, and we encourage our employees to take ownership of their work and contribute to the growth and success of the company. We also offer a range of benefits and perks, including flexible working hours, remote work options, and a comprehensive benefits package.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive salary and benefits package to our employees. As a Principal Customer Support Engineer, you can expect a salary commensurate with your experience and qualifications, as well as a range of benefits and perks, including:

• Comprehensive benefits package, including medical, dental, and vision insurance.
• Flexible working hours and remote work options.
• Opportunities for growth and development, including training and development programs and certification programs.
• Comprehensive paid parental leave and family leave policies.
• Generous paid time off and holiday policies.
• Access to a range of employee discounts and perks, including discounts on company products and services.

Conclusion

If you are a motivated and experienced technical support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Principal Customer Support Engineer at blithequark, you will have the opportunity to work on complex and challenging projects, collaborate with cross-functional teams, and develop your skills and expertise in cloud-based security solutions and technologies. You will also have access to a range of benefits and perks, including a competitive salary and benefits package, flexible working hours, and opportunities for growth and development. Don't miss out on this opportunity to join a dynamic and growing company and take your career to the next level. Apply today!

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