As the Tier 3 Support Engineer, you will be responsible for:

Working with Perimeter 81's customers, partners, and prospects from all around the world

Taking full ownership of customer technical issues, including initial troubleshooting, identification of root causes, and issue resolution and communication

Serving as a point of contact on customer escalations and ensuring customer issues are resolved

Leading internal escalations and communicating with the Customer Success, Sales, and R&D teams

Designing and maintaining the Perimeter 81 knowledge base, keeping it up-to-date with relevant information

Providing product feedback and insights to internal teams

Managing internal projects related to support such as training and support readiness for release

Qualifications:

3+ years of experience in supporting B2B SaaS solutions for international customers – a must

Experience supporting and troubleshooting network protocols and network deployments – a must

Excellent communication skills and the ability to work in a fast-paced, team environment – a must

Experience in a cloud environment - an advantage

Very customer-oriented and friendly - drive to achieve a satisfied customer, not just a technical resolution

Self-starter, able to learn new technologies "on the fly"

Structured and process-oriented

Ability to multi-task and work independently under pressure