Experienced Customer Support Engineer – Technical Expertise and Customer Satisfaction Specialist for blithequark's Innovative Data Protection Solutions

Welcome to blithequark: A Leader in Data Protection and Privacy blithequark is a pioneering data protection provider, backed by renowned venture capital firms, and is committed to revolutionizing the rules for data privacy. With a strong portfolio of market-leading data encryption and privacy-enhancing applications, blithequark empowers customers to take granular control of their data, ensuring it remains secure and protected across its entire lifecycle. Our motto, "Respect the people. Respect the data," reflects our dedication to keeping data secure and demonstrating respect for the individuals who own it. At blithequark, you will be part of a dynamic team that sparks creativity, connection, and professional growth. We are passionate about creating an atmosphere that fosters innovation, collaboration, and empowerment, allowing each team member to excel in their role. If you are inspired by the prospect of joining a company that is shaping the future of data privacy, we encourage you to explore this exciting opportunity. Job Overview: Customer Support Engineer As a Customer Support Engineer at blithequark, you will play a vital role in delivering high-quality support to our largest enterprise customers, ensuring their technical and non-technical issues are resolved efficiently. You will be responsible for supporting a variety of products and customer types, taking ownership of complex customer situations, and contributing to the development of our support resources. Your expertise and passion for customer satisfaction will be essential in maintaining high CSAT scores and driving business growth. Key Responsibilities: Provide exceptional technical support to blithequark's customers, resolving issues in a timely and professional manner via phone and email. Deliver high-level support to our most complex enterprise customers, ensuring their needs are met and exceeded. Utilize your business acumen, 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, demonstrating your ability to balance quality and efficiency. Isolate and identify root causes using various developer tools and applications, documenting bugs and escalating issues to the Engineering team as necessary. Enhance blithequark's support resources, including FAQs, documentation, and internal knowledge base, to improve customer satisfaction and reduce support requests. Assist Support leadership in identifying trends, emergent issues, and areas for improvement, serving as an overflow resource for Tier I support requests. Participate in the On Duty rotation (Pager Duty), ensuring seamless support coverage and prompt issue resolution. Essential Qualifications: 3+ years of Technical Support experience, preferably in the SaaS sector, supporting complex technical configurations. Excellent interpersonal skills, with the ability to communicate effectively over email and phone. Strong technical aptitude, analytical, and troubleshooting skills, with a proven track record of solving tickets in a fast-paced environment while maintaining high CSAT scores. Experience creating internal and external support documentation, with a focus on clarity and concision. Proven ability to work independently and as part of a team, with a strong sense of urgency and an action-oriented mindset. Familiarity with Gmail and Chrome extensions, Outlook, web-based apps, Android and iOS apps, Google Workspace administration, and Microsoft Office 365 administration. Preferred Qualifications: Experience supporting or implementing email Gateways, APIs, or SDKs. Proficiency in at least one programming language, ideally JavaScript or Java. Experience working in a fast-paced, high-growth (startup) environment, with a strong ability to adapt to changing priorities and requirements. Skills and Competencies: Technical expertise, with a strong understanding of data protection and privacy principles. Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and stakeholders. Strong analytical and problem-solving skills, with a focus on root cause analysis and issue resolution. Ability to work independently and as part of a team, with a strong sense of urgency and an action-oriented mindset. Comfortable with asynchronous communication, including Slack, email, Zoom, and other collaboration tools. Career Growth and Learning Opportunities At blithequark, we are committed to the growth and development of our team members. As a Customer Support Engineer, you will have access to a range of learning and development opportunities, including: A $1,500 annual Learning & Development Stipend, focused on providing you with the resources to continually learn and professionally grow. Regular training and coaching sessions, designed to enhance your technical and soft skills. Opportunities to participate in industry conferences and events, staying up-to-date with the latest trends and developments in data protection and privacy. A collaborative and supportive work environment, with a strong focus on knowledge sharing and teamwork. Work Environment and Company Culture At blithequark, we prioritize the wellbeing and happiness of our team members. Our company culture is built on the principles of respect, empathy, and inclusivity, with a strong focus on creating a positive and supportive work environment. As a Customer Support Engineer, you can expect: A flexible PTO policy, with 14 holidays and a generous allowance for time off. A comprehensive benefits package, including full medical, dental, and vision benefits, 401K contribution, and stock options. A high degree of flexibility, with the ability to work from home or adjust your schedule to meet your needs. Regular team celebrations and social events, providing opportunities to connect with colleagues and have fun. A strong emphasis on diversity, equity, inclusion, and belonging, with a dedicated DE&I Council and a commitment to creating a welcoming and inclusive workplace. Compensation and Perks As a Customer Support Engineer at blithequark, you can expect a competitive compensation package, with a salary range of $75,000 - $85,000. In addition to your salary, you will receive a range of perks and benefits, including: A $1,500 annual Learning & Development Stipend. A flexible PTO policy, with 14 holidays and a generous allowance for time off. A comprehensive benefits package, including full medical, dental, and vision benefits, 401K contribution, and stock options. A high degree of flexibility, with the ability to work from home or adjust your schedule to meet your needs. Regular team celebrations and social events, providing opportunities to connect with colleagues and have fun. Conclusion If you are a motivated and experienced Customer Support Engineer, with a passion for delivering exceptional customer experiences and a strong technical aptitude, we encourage you to apply for this exciting opportunity. At blithequark, you will be part of a dynamic team that is shaping the future of data protection and privacy. With a strong focus on growth, development, and wellbeing, we offer a unique and rewarding work environment that will challenge and inspire you. Join us in our mission to respect the people and respect the data, and take the first step towards an exciting and fulfilling career with blithequark.