Senior Techncial Support Engineer

Bitsight is a cyber risk management leader transforming how companies manage exposure, performance, and risk for themselves and their third parties. Companies rely on Bitsight to prioritize their cybersecurity investments, build greater trust within their ecosystem, and reduce their chances of financial loss.
Built on over a decade of technological innovation, its integrated solutions deliver value across enterprise security performance, digital supply chains, cyber insurance, and data analysis.

• We invented the cyber ratings industry in 2011
• Over 3000 customers trust Bitsight
• Over 750 teammates are dispersed throughout Boston, Raleigh, New York, Lisbon, Singapore, and remote

Are you passionate about helping customers? Do you enjoy digging into issues and explaining your findings? If so, you’ll fit right in on the Bitsight Customer Support Team.

We focus on partnering with our customers and ensuring that our users get the most value from the Bitsight platform. As a Technical Support Engineer, you will provide quality customer support to internal teams and customers, and advocate for both across the organization. 

Your Day Will Include: 

• Handle customer requests via email and chat (with an occasional video call). Requests are often technical, and we enjoy digging into the details and helping the customer understand. 

• Provide outstanding customer support. We are our customer’s partner, and their success is our success. 

• Solve your customer's issues, working with Engineering and Product to get the best possible outcome for our customers. 

• Work with Customer Success and Account Management, to help resolve their customers’ issues. We work with Fortune100 companies, and often need to coordinate with multiple stakeholders.

• Document what you learn. There is always something new to learn, and it’s important we share those across the team. 

• Become an expert on Bitsight platform functionality and methodology, whether it’s helping customers or explaining the why behind an answer to an internal team.

We are Looking for:

• Customer First Attitude: Providing a great customer support experience is important. We are looking for someone who cares about the customer and wants to find creative ways to help them reach their goals. 

• Learner: In our space, there is always something new to learn, or a new problem to dig into. We are looking for someone who will use our existing knowledge, and dig into problems and find solutions on their own. 

• Be Part of a Team: We are a close knit team across three locations, and focus on being a resource to one another. We are looking for someone to join us!

• US Support Shift: The hours for this role are 11AM-8PM WET, supporting our global customer base through email and live chat.

Desired Qualifications:

• 2+ years of experience in a technical customer support role

• Strong verbal and written communication skills

• Basic troubleshooting with UNIX/Shell console

• Familiarity with Networks: IP’s, SSL certificates and DNS.

• Familiarity with relational databases such as MySQL, Oracle or MS SQL Server

• Nice to Have: Experience supporting SaaS platforms

Why Work for Us

• Be part of a late stage startup that is the standard in the Security Ratings Market.

• Benefits package, including Health, Dental and Vision

• Join team that is excited to come to work every day

• We are an Equal Opportunity Employer

Diversity. Bitsight is proud to be an equal opportunity employer. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability.

Culture. We put our people first. Bitsight offers best in class benefits. We devote the same energy to nurturing our company's inclusive culture as we apply to serving our customers' needs. Working at Bitsight will give you the opportunity to fulfill your professional goals and expand your skills.

Open-minded. If you got to this point, we hope you’re feeling excited about the job description you just read.  Even if you don’t feel that you meet every single requirement, we still encourage you to apply.  We’re eager to meet people that believe in Bitsight’s mission and can contribute to our team in a variety of ways.

Additional Information for United States of America Applicants:

Bitsight also provides reasonable accommodations to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email [email protected]. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.

Qualified applicants with criminal histories will be considered for employment consistent with applicable law.

This position may be considered a promotional opportunity pursuant to the Colorado Equal Pay for Equal Work Act.

The anticipated hiring base salary range for this position is US $77,000 to $92,000 annually for US-based employees.  This range reflects the minimum and maximum target for new hire salaries for the position across all US locations, is based on a full-time work schedule, and is Bitsight’s good faith estimate as of the date of this posting.  Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.In addition to base salary, this role is eligible for participation in a bonus or commission plan and an equity grant. Bitsight also offers a competitive benefits package, including but not but limited to medical, dental, and vision insurance; paid parental leave; flexible time off; a 401(k) plan with employee and company contribution opportunities; life and disability insurance; and tuition reimbursement.