Tier II Technical Support Engineer

DNSFilter’s mission is to protect our customers and partners with products they love to use! We are revolutionizing network security by providing fast, accurate, and reliable threat protection and content filtering. We're a rapidly growing company dedicated to creating a safer internet for businesses and organizations worldwide. Leveraging AI-driven threat intelligence, DNSFilter empowers our customers to proactively block threats before they impact their networks. We foster a collaborative, innovative, and results-oriented culture where every team member contributes to our mission of making the internet safer.

As we continue our product-fueled growth by adding new features and broadening our solution to meet the needs of the global market, it's clear there's a missing piece. That's where you come in!

We are looking for a self-driven Tier 2 Technical Support Engineer. This person will dig deep to unearth the root cause of technical issues and not just address the symptoms. While we expect you to have broad technical knowledge, having solid competency with networking, routing, DNS, and TCP/IP protocols is a must. 

The ideal candidate thrives in a fast-paced, hyper-growth SaaS environment and can work full-time, in-person in Tampa, FL. This role is open to candidates authorized to work in the U.S. without sponsorship.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion, is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions!

At DNSFilter, You Will:

• Provide exceptional support to our growing customer base via chat, email, and phone.
• Respond to support tickets and educate customers to effectively resolve their issues.
• Become an expert with the DNSFilter product and its functionalities.
• Serve as a liaison between customers and our development and product teams, replicating, reporting, tracking, and communicating the status of feature requests and bugs.
• Use your initiative to proactively find ways to improve the customer experience.
• Escalate tickets to the Technical Team Lead or Development as needed.
• Engage in a collaborative environment to provide feedback, suggestions, and support to colleagues.

To qualify for this role, You Have:

• 2+ years of experience in a SaaS organization as a Technical Support Engineer for Customers
• 2+ years of experience supporting MSP customers
• The ability to work in our Tampa, FL office 5 days/week from 8:00 am to 5:00 pm EST, Flex hours may be required at peak periods.
• Technical competence in networking, routing, DNS, and TCP/IP protocols.
• Proven experience in a technical support role, focusing on DNS filtering or network security products.
• Excellent customer service skills with the ability to communicate complex technical concepts to non-technical users.
• Strong problem-solving skills and the ability to work independently under pressure to resolve customer issues swiftly.
• Ability to take initiative and adapt to changing priorities and technologies in a fast-paced environment.
• Experience with ticketing systems and customer relationship management (CRM) tools.
• Experience providing technical support to enterprise customers.
• Experience working remotely.
• Familiarity with roaming clients, Remote Management and Monitoring (RMM) tools, Hyper-V, Azure, Active Directory, and/or virtualization.
• Knowledge of how to read technical logs and provide in-depth analysis.
• Scripting ability, experience with VPNs, and firewalls.
• Must be eligible to work in the region of hire without sponsorship from an employer now and/or in the future.

We Offer:

• Pathway to promotion to additional organizational positions and responsibilities based upon results and performance, not just time in the chair.  You help us grow, and we will help you grow.
• Passionate and intelligent colleagues who work hard and have a good time doing it
• Paid company-wide week off at the end of each year
• Flexible Vacation Policy
• Awesome company swag
• Full medical, dental, and vision benefits for US, UK, and Canada-based employees
• Full short-term disability and life benefits; available long-term disability
• Retirement savings account options with vested company matching for qualifying employees
• In-person annual gatherings. Last time we all spent a week on a beach in Cancun!

DNSFilter is a pay-for-performance organization, which means there is an opportunity to advance your compensation based on performance over time. The hiring base pay is dependent on several factors, including level, function, training, transferable skills, work experience, business needs, and geographic location. As a hybrid company, our compensation reflects the cost of labor across several U.S. and global geographic markets. We pay differently based on those defined markets. Our Talent Team can share more about the specific salary range for the job location during the hiring process.

DNSFilter participates in the E-Verify program.

At DNSFilter, we utilize sophisticated software and tools to identify and eliminate Deepfake candidates. This approach helps us maintain the integrity of our hiring process, ensuring that we select the most qualified and genuine individuals to join our team.