Futurex

Compensation

Full Description

Job Title: Technical Support Engineer - 3rd Shift Company Overview: Futurex is a leading provider of innovative cybersecurity solutions, dedicated to protecting sensitive data for businesses worldwide. With a strong commitment to technology and customer service, Futurex fosters a collaborative environment where employees can grow and make a significant impact. Role Overview: As a Technical Support Engineer on the 3rd shift, you will play a critical role in ensuring our customers receive timely and effective technical assistance. You will be the frontline expert troubleshooting complex issues and providing solutions that enhance customer satisfaction and product reliability. What You'll Do: - You will provide expert technical support to customers during the 3rd shift (12:00 am - 8:00 am CT), ensuring prompt resolution of issues. - You will troubleshoot and diagnose hardware and software problems related to Futurex products. - You will collaborate with engineering and product teams to escalate and resolve complex technical challenges. - You will document support cases and solutions clearly and accurately in the company’s ticketing system. - You will assist in developing and updating technical documentation and knowledge base articles. - You will participate in continuous learning to stay current with product updates and industry trends. - You will contribute to improving support processes and customer experience. What You Bring: - You have at least 3 years of experience in technical support or a related engineering role. - You possess strong knowledge of networking, security protocols, and hardware troubleshooting. - You have excellent problem-solving skills and the ability to work independently during overnight hours. - You demonstrate strong communication skills, both written and verbal, to effectively assist customers. - You are comfortable working in a hybrid environment, balancing on-site and remote responsibilities. Bonus Points If You Have: - Experience with cybersecurity products or encryption technologies. - Familiarity with ticketing systems such as Jira or Zendesk. - Certifications such as CompTIA Network+, Security+, or similar. - Previous experience working in a 3rd shift or overnight technical support role. What We Offer: - We offer a competitive salary and comprehensive benefits package. - We offer flexible hybrid work arrangements to support work-life balance. - We offer opportunities for professional development and career growth. - We offer a supportive and inclusive company culture focused on innovation. - We offer access to cutting-edge technology and tools to excel in your role. Ready to Apply? To join our team as a Technical Support Engineer on the 3rd shift, please submit your resume and cover letter through our careers page at www.futurex.com/careers. We look forward to hearing from you!