About Us:

At VisibleThread, we alongside some of the world's most renowned companies and government entities. We're proud to count Boeing, Airbus, Sun Life, Noridian, and Lockheed Martin among our customer base.

As our customer community continues to expand, especially within the U.S., we're eager to bring on board a dedicated U.S.-based Customer Support Engineer. If you have a sharp focus on delivering top-notch customer support and a flair for technical troubleshooting, we'd love to meet you!

Our software operates in the cloud but we also offer a customer-hosted option, deployed on our customers networks. This position primarily entails Tier 1 customer and technical support duties. The successful candidate will be adept at handling customer queries, troubleshooting client-hosted deployment issues, and efficiently managing our cloud customer accounts and configurations. A portion of this role also includes providing IT technical support for our team, focusing on our Azure and Office 365 infrastructure.

About the Role:

Positioned as a Tier 1 Support Engineer, you'll be the first point of contact for technical issues between VisibleThread and our U.S. customers. A 'Customer First' philosophy and excellent communication skills are paramount.

• Location: This role is fully remote
• Hours: Support for our U.S. customers is expected from 9 am – 530 pm US East Coast time
• Collaboration: Liaise with our U.S.-based Support and Sales teams, as well as our Engineering team in Ireland
• Company Culture: At VisibleThread, teamwork isn't just a buzzword. Despite our size, we revel in collaborative efforts, ensuring each customer's experience is impeccable
• Reporting & Backup: Report directly to the VP of Engineering and Support. Lean on our experienced operations team for backup and guidance as needed
• Growth Opportunities: Dive deep into the diverse customer scenarios and deployments of our software, and take an active role in shaping our Support department’s future as we continue to evolve

Our Team:

We're a collective of energetic and creative professionals working together to deliver value to our customers. A career with VisibleThread is both rewarding and challenging. We are a fun team, with a flat structure and we offer fantastic career development opportunities to grow within our organization as we expand.

Day-to-Day Responsibilities:

• Deliver first-level email and phone (Zoom/Teams) support to our U.S. customers, addressing issues from password resets to software installation and SAML 2.0 SSO integration
• Assist our sales team with trial and subscription account configurations
• Become proficient with VisibleThread's Hosted Cloud and Customer Hosted deployment configurations, understanding intricate details like security configurations, system requirements, and more
• Update and expand our support documentation
• Collaborate with clients to diagnose and rectify deployment challenges, server configuration issues, and other technical complications
• Offer IT support and administration for VisibleThread's internal systems, with an emphasis on the Office 365 environment

Requirements

• A minimum of 1 year in a similar role
• Excellent written and verbal communication abilities
• Proficiency in Linux (especially Ubuntu and RHEL) and Windows Server administration
• Prior experience in technical support
• Basic familiarity with Networking, Active Directory, Virtualization, and Operating Systems
• Rudimentary knowledge of O365 (with Configuration and Administration expertise)
• Flexibility to adapt to evolving processes or customer requirements
• Team-centric mentality, fostering collaboration
• Openness to occasional travel for company events or training

Desirable Skills:

• Experience with AWS and Azure
• Scripting experience (BaSH, Python)
• Basic understanding of SQL, HTTP, and TCP
• Awareness of IT security best practices

Benefits

• Work with a top-tier engineering team and global industry giants
• Regular innovation days to keep the creative juices flowing
• A remote-first work culture
• Unlimited training access
• Real pathways to career advancement
• Competitive remuneration and full medical insurance coverage
• Monthly team events and a generous annual leave policy

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