We are seeking motivated, customer-focused individuals with a passion for technology to join our Enterprise Support Team. You will support new enterprise customers and collaborate with QA, strategy, and engineering teams to drive product improvements. With access to a home lab setup, you'll be among the first to test new products and provide valuable feedback that influences our strategic direction.
User experience is our priority. We aren’t just looking for technical skills, but for curious, self-driven individuals committed to delivering intuitive and effective products.
Role Responsibilities
In this role, you will:
- Provide technical support for product lines via phone, web chat, and email
- Manage customer requests from start to resolution for premium clients
- Educate customers on products, features, and best practices
- Troubleshoot and diagnose issues, offering workarounds when needed
- Identify and recreate bugs or user experience challenges
- Stay up-to-date on our products and industry technologies
- Work cross-functionally to provide feedback and drive product improvements
Role Requirements
- Passion for technology and an interest in our products
- Practical knowledge of networking, including routing, switching, security, and VPNs
- Understanding of networking protocols (TCP/IP, WireGuard, etc.) and major operating systems (Linux)
- Strong troubleshooting skills and the ability to communicate solutions effectively to customers
- Ability to thrive in a fast-paced, dynamic environment
- Expertise in UX and CX improvements, focused on product and customer support experiences
- Excellent written and verbal communication skills
Ideal Education and Experience
- 4-year degree, preferably in Engineering or a technical field
- Experience in the networking industry with hands-on troubleshooting
What We Offer
- Competitive wages and bonus potential
- Medical, dental, and vision insurance
- 401(k)
- Cutting-edge homelab equipment
- Modern downtown Chicago office
- Hybrid work environment (home/office)