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Form of workJob Description
At DNSFilter we are making workplaces more secure through protective DNS and advanced content filtering—and we need your help! We've come a long way over the past few years. In 2021 we had a successful $30 million Series A funding round, in 2022 we became the fastest DNS security tool on the planet and acquired the privacy-focused VPN Guardian, and in 2023 we extended our Series A by $15M and added more global points of presence to our anycast network!
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 to support our customers in the APAC region who is available for 7 pm - 4 am EST working hours.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. To help realize our product vision and sustain our growth, we are looking for a Tier 2 Technical Support Engineerto ensure our customers receive the best support.
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!
Requirements:
- Ability to work Sun-Thurs 7 pm - 4 am EST to support our APAC Customers during their M-F business hours
- At least 3-5 years of real-world IT experience in a customer-facing technical role
- Technical competence in networking, routing, DNS, and TCP/IP protocols
- Excellent customer service skills
- The ability to adapt and take initiative
- Ability to work in and contribute to a collaborative team environment
- Ability to join a 24/7 on-call rotation
Bonus points for:
- Bachelor's Degree in Computer Science or related industry certifications
- Experience with providing Technical Support to enterprise customers
- Experience working for (or with) Managed Service Providers (MSPs)
- Experience working remotely
- Experience with roaming clients
- Experience with Remote Management and Monitoring (RMM) tools
- Experience with Hyper V, Azure, Active Directory, and / or Virtualization
- Knowing how to read technical logs and provide in depth analyzation
- Scripting ability
- Experience with VPNs
- Experience with Firewalls
At DNSFilter You Will:
- Provide exceptional support to our growing customer base via our chat , email, and phone.
- Respond to support tickets and educate customers to effectively resolve their issue
- Become an expert with the DNSFilter product
- Be a liaison between our customers and our development and product teams to replicate, report, track, and communicate the status of feature requests and bugs
- Use your initiative to proactively find ways to improve the customer experience
- Escalate tickets to Technical Team Lead or Development as needed
- Point of escalation for Tier 1 Support Engineers that need help or to hand off a more advanced issue in a ticket.
- Be engaged in a collaborative environment to provide feedback and suggestions
- Be a supportive of everyone on the team
We Offer:
- A 100% work-from-home position with a company that values and fosters personal and professional growth
- Pathway to promotion to additional organizational positions and responsibilities based upon results and performance - not just time in the chair. You help us grow, we will help you grow.
- Passionate and intelligent colleagues who work hard and have a good time doing it
- Rotating 4-Day work week
- Paid company-wide week off at the end of each year
- Flexible Vacation policy
- Awesome company swag
- Home office buildout allowance
- Full medical, dental, and vision benefits for US and Canada based employees
- Full short-term disability and life benefits; available long-term disability
- 401k 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 the opportunity to advance your compensation with performance over time. The hiring base pay is dependent upon many factors such as level, function, training, transferable skills, work experience, business needs, and/or geographic location. As a fully remote 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.
