Technical Support Engineer

You’re someone who thrives on solving complex challenges and delivering top-tier support. In this role, you'll provide enterprise-level technical assistance to our rapidly growing global customer base, ensuring that both technical and non-technical end users receive effective solutions through various channels. Your expertise will be critical in maintaining customer satisfaction and success.

What You'll Be Doing

• Providing high-quality technical support to Invicti’s enterprise customers.
• Delivering technical solutions to both technical and non-technical end-users via zoom, our support system, and other channels as needed.
• Resolving and taking full ownership of reported customer issues by means of research, diagnosis, troubleshooting, and identifying solutions.
• Remotely connecting to customers’ installations to troubleshoot technical difficulties.
• Evaluating deeper insights into the challenges faced by customers by reviewing product log files.
• Escalating unresolved support tickets to tier 2 support.
• Providing prompt and accurate feedback to customers.
• Ensuring proper documentation and resolution of all technical inquiries.
• Collaborating with the Invicti sales team, resellers, and distributors with technical queries.
• Proposing new technical content to be shared within Invicti’s social media articles, blog postings, and other means of communication with our customer base.

Requirements

What You'll Need:

• U.S. citizenship is required for this role due to contractual obligations associated with supporting U.S. government clients
• 2 to 4 years of proven working experience in enterprise technical support or application support 
• Excellent interpersonal skills
• Detailed understanding of HTTP, TCP/IP, networking fundamentals, and browser–server communication
• Basic understanding of Kubernetes concepts: Pods, Services, Ingress
• Solid written and verbal communication skills in English
• Familiarity with network tools such as Fiddler and Wireshark
• Understanding of basic web development, HTML, JS and CSS
• Understanding how common web vulnerabilities (XSS, SQLi, authentication issues) manifest in real-world web applications
• Experience with operating systems Windows and Linux
• Fundamental knowledge of Docker

Benefits

Why Invicti:

Your Health & Wellness Matters:

Health Insurance: Taking care of our team goes beyond the office.  We cover 100% of employee health care, vision and dental premium costs. For dependents, we contribute 75% of the health care and 50% vision/dental premium cost, so you can be sure that you and your family are in the best possible health. Coverage is effective your first day.

Employee Assistance Program: Emotional Support Counseling services - 24/7 Life Coaching, Dependent Care, Elder Care, Financial & Legal Support, Wellness Coaching, New Parent Support and more

Parental Leave: 16 weeks paid leave for birthing parent recovery. 4 week paid leave for non-birthing/bonding  parent

401(k) Savings Plan: 50% up to 6% company match with 100% annual cliff vesting 

We Value Adult/Life Balance:

Hybrid Working: If you are local to one of our office locations, you can work a hybrid/home schedule - we got you covered

Discretionary Time Off: Enjoy a flexible vacation schedule where you do not have to wait to use time off until it is accrued

Quarterly Thrive-Wellness Days: One extra vacation day per quarter where the entire company takes a break from normal, daily activities to refresh and rejuvenate

Volunteering: 5 days of paid time off each year to participate in the volunteer activities of your choice 

We Value You:

Employee Recognition: Ongoing recognition & rewards. A Culture that emphasizes personal and professional growth

At Invicti, we embrace diversity and individuality in all forms. Discrimination has no place here - regardless of race, religion, gender, age, ability, sexual orientation, or any other aspect that makes you unique. We're all about creating a space where everyone feels valued and included. So come as you are and join us in shaping the future of our industry.