• Research and resolve customer issues via phone, email, and chat • Manage and maintain a test lab of devices • Document customer interactions according to procedures • Deliver timely, accurate and professional customer service

• Provide in-depth technical support via support tickets and Slack messages, resolving complex user-reported issues and ensuring high-quality customer interactions. • Debug, reproduce, and troubleshoot software bugs and usability problems. • Design and build internal tools and automations to scale support operations. • Represent Anysphere in technical conversations with enterprise users and developers. • Partner with Product and Engineering to escalate critical issues and feed insights into the roadmap. • Maintain and expand user-facing documentation and internal knowledge bases to empower both customers and teammates.

DescriptionSilverfort is on a mission to bring identity security everywhere – to every human, machine, and AI agent, both on-prem and in the cloud. Our unique technology secures identities & access at runtime, in ways that weren’t possible before. With the broadest identity security platform in the market, trusted by more than 1,000 customers including many Fortune 100 companies, Silverfort is uniquely positioned to lead the fast-growing identity security category. Joining Silverfort means becoming part of a fast-moving team with a culture of innovation and collaboration, that goes above and beyond to help our customers and each other, on a journey to reshape the future of identity security. We are looking for a Technical Support Engineer to join our growing team. In this role, you will work with our customers to resolve technical issues and help them successfully use the product. You will also work closely with R&D, Customer Success, and Sales teams to improve our product and technical processes. You will be focused on East Coast hours. Responsibilities - Be first in line to analyze and troubleshoot incoming technical issues from our customers via email and Zoom sessions - Provide technical how-to and best practices to ensure proper implementation of Silverfort platform, you will own and monitor issues from the start to resolution - Work closely with the R&D teams, Field & Sales Engineers, Customer Success, and other teams to ensure smooth onboarding, deployment, and on-going relationship with customers all around the world - Provide timely information to customer-facing teams to improve overall customer satisfaction - Create and improve internal knowledge base articles - Work directly with management to create and improve current support procedures Requirements - 3+ years of experience in global Customer Support - Proven experience working with external customers - Excellent knowledge in Networking - a must - Cyber Security or Identity/Authentication background preferred - Proven knowledge working with Linux and Windows environments - Experience working with Active Directory - Experience working with ticketing and support systems - Ability to work in a fast-paced and changing environment. - Ability to take initiative and adapt - Ability to perform under pressure within a positive work culture - Willingness to travel around 10% of the time - Creative thinker and an amazing team player - Need to be comfortable working East Coast hours - Ability to cover on-call shifts as needed - Located in EDT or CDT time zones

• Provide product support to customers through various communication channels, including training on applications and tools as needed • Provide customer support related to basic system automation and legacy products and solutions • Offer basic consultation on customer products and industry education • Exhibit empathy and anticipation of customer needs, facilitating optimal customer experience • Assess the nature of product issues and resolve basic support inquiries promptly • Demonstrate agility in understanding, prioritizing, and reacting to critical customer issues • Maintain a detailed log of customer interactions and support activities • Utilize proprietary tools and applications to address basic customer inquiries and perform account administration tasks, maintaining up to date knowledge of product and solution advancements • Navigate multiple data center troubleshooting tools and applications to update data statuses, flags, and provide valuable customer insights • Recognize and evaluate scope and impact of a potential issue, taking appropriate action to mitigate risk across the broader network • Diagnose customer needs and engage collaborative resources when necessary, ensuring continuous communication with customers until resolution is achieved • Collaborate with internal teams and act as a customer advocate in cross-functional collaborations, including sharing relevant customer insights with product and technology teams • Act as an intermediary between relevant internal and external parties to ensure effective communication, understanding, and resolution • Establish and leverage credibility as a peer resource, supporting and participating in total team development and success