Customer Support Engineer - Remote Eligible

Customer Support Engineer

Virtru is a leading data protection provider backed by some of the foremost venture capital firms in Silicon Valley and the Mid-Atlantic region, including Iconiq Capital, Bessemer Venture Partners, Foundry Capital, and Tiger Global. Today, more than ever, data demands respect, and that's why Virtru is committed to changing the rules for data privacy. At Virtru, we equip our customers to take granular control of their data—everywhere it's shared—through end-to-end encryption for Google, Microsoft, and other data sharing platforms. Our market-leading portfolio of data encryption and privacy enhancing applications are remarkably easy to use, fast to implement, affordable for all, and built on the Trusted Data Format (TDF) open standard.

At Virtru, our motto is "Respect the people. Respect the data." Respecting data to us means keeping it secure and protected at all times across its entire lifecycle. We firmly believe that when you respect data, you're demonstrating respect for the people who own that data. Working at Virtru, you'll be inspired by colleagues who are passionate about the work they do. We are dedicated to creating an atmosphere that sparks creativity, connection, and professional growth while empowering each other to do our best work. We're building something special at Virtru. We hope you consider joining our team and helping us create a brighter future for data privacy.

Team & Position Details

As a Customer Support Engineer, you will be reporting to the Director of Customer Support. You will support a variety of products and customer types, with a primary focus on delivering high quality support to our largest enterprise customers. You will also be asked to take ownership of other complex customer situations and projects.

You must be comfortable leading by example. That means solving a high volume of tickets at a high degree of quality. You will also be asked to handle some of the most complex, difficult tickets impacting our most important customers.

Responsibilities

1. Support and maintain Virtru customers, resolving technical and non-technical customer issues in a timely fashion over phone and email.
2. Provide a high level of support to Virtru's most complex enterprise customers.
3. Use your business skills, technical analysis and knowledge of the development lifecycle to solve complex issues and promote best practice.
4. Achieve high CSAT scores while maintaining a high ticket volume.
5. Isolate and identify root causes using a variety of developer tools and applications.
6. Document bugs and escalate issues to the Engineering team as necessary, and follow through on solutions.
7. Enhance Virtru's support resources: FAQs, documentation, and internal knowledge base.
8. Assist Support leadership by identifying and flagging any trends, emergent issues, or areas for improvement.
9. Serve as an overflow resource for Tier I support requests.
10. Be the first point of contact for most customer escalations (both technical and non-technical).
11. Participating in the On Duty rotation (Pager Duty).

Skills That Will Help You Thrive In This Role

• 3+ years of Technical Support experience – ideally in the SaaS sector supporting/implementing complex technical configurations.
• Excellent interpersonal skills, effective communicator over both email and phone.
• Strong technical aptitude, analytical, and troubleshooting skills
• Proven track record of solving tickets in a fast-paced environment while maintaining high CSAT scores.
• Experience creating internal and external support documentation
• Proven track record of making things better and going above and beyond.
• Experience with any or all of the following: Gmail and Chrome extensions, Outlook, web-based apps, Android and iOS apps, Google Workspace administration, Microsoft Office 365 administration.

Extra Credit (Not Required But Will Come In Handy!)

• Experience supporting or implementing email Gateways, APIs, or SDKs.
• Proficient in at least one programming language; ideally JavaScript or Java.
• Experience working in a fast-paced high-growth (startup) environment

Virtruvian Qualities That Will Set You Up For Success

• Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence
• Strong sense of urgency with an action-oriented mindset
• Able to collaborate and adapt to shifting priorities as business needs evolve
• Comfortable with asynchronous communication including slack, email, zoom, etc.

Perks & Benefits

At Virtru, we believe people do their best work when their wellbeing is put first. This is why we make your wellbeing our priority with a thoughtful and holistic program that encompasses Occupational, Mental, Social, Physical, and Environmental Wellness by offering benefits such as…

• A Flexible PTO policy — we strongly encourage you to take time off (in addition to 14 holidays) to ensure that you are getting the proper time needed to unplug and recharge.
• A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow.
• Frequent company-sponsored team celebrations that provide ample opportunities to connect with teammates and be social!
• Access to an Employee Assistance Program
• Access to Headspace, a mental health app tailored to your specific needs.
• A flat 3% contribution to your retirement account
• A high degree of flexibility — Have an appointment, errand, or family emergency to take care of? Hop to it! We give you the time and space to take care of you and your own first.

In addition to wellbeing, Virtru places a strong emphasis on diversity, equity, inclusion, and belonging. Our DE&I Council is dedicated to fostering an inclusive workplace and making the psychological safety of each and every one of our teammates a top priority.

• Competitive compensation
• Generous parental, medical, and bereavement policies
• 401K contribution and stock options
• Full medical, dental, and vision benefits
• New Hire Swag and IT Welcome boxes
• Structured semi-annual 360° performance reviews

Virtru is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. Virtru is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.