Technical Support Engineer
Silverfort · New York, United States
Computer and Network Security · 501-1,000 employees
About the role
Manage end-to-end technical support cases from initial analysis to resolution while maintaining accurate records and knowledge articles. Collaborate with cross-functional teams including R&D and Customer Success to improve product processes and ensure customer satisfaction.
What they look for
Requirements
Requires at least one year of technical customer support experience and familiarity with Windows, Linux, and Active Directory environments. Candidates should have a basic understanding of authentication protocols and strong communication skills.
Full description
Silverfort is on a mission to bring identity security everywhere – to every human, machine, and AI agent, both on-prem and in the cloud. Our unique technology secures identities & access at runtime, in ways that weren’t possible before. With the broadest identity security platform in the market, trusted by more than 1,000 customers including many Fortune 100 companies, Silverfort is uniquely positioned to lead the fast-growing identity security category.
Joining Silverfort means becoming part of a fast-moving team with a culture of innovation and collaboration, that goes above and beyond to help our customers and each other, on a journey to reshape the future of identity security.
We are looking for a Technical Support Engineer to join our growing team. In this role, you will work with our customers to resolve technical issues and help them successfully use the product. You will also work closely with R&D, Customer Success, and Sales teams to improve our product and technical processes. You will be focused on West Coast hours.
Responsibilities
- Own end-to-end technical support cases from initial analysis through resolution, managing prioritization and escalations based on business impact
- Create and maintain knowledge articles documenting solutions and best practices
- Meet/exceed SLAs while maintaining accurate case records and utilizing diagnostic tools effectively
- Collaborate with cross-functional teams to ensure customer success and improve support processes
- Work both independently and with team members to resolve complex technical issues
- Work rotating on-call shifts as part of our global support coverage
Requirements
- 1+ year(s) of technical customer support experience
- Familiarity with troubleshooting Windows, Linux, and Active Directory environments
- Basic understanding of authentication concepts and protocols (e.g., Kerberos, LDAP, SAML)
- Experience with ticketing and support systems (Zendesk, Jira, Salesforce, and other CRM / collaboration platforms)
- Technical degree or equivalent work experience preferred
- Strong written and verbal communication skills in English
- Available to work 8-hour shifts aligned to US Pacific time coverage, with flexibility as needed
- Willingness to travel up to 10% of the time
