At a Glance
- Tasks: Provide top-notch technical support and enhance customer experience through effective communication.
- Company: Join Zafran, a fast-growing cybersecurity company on a mission to combat vulnerabilities.
- Benefits: Enjoy flexible PTO, health insurance, and a home office stipend.
- Other info: Be part of a diverse team that values unique perspectives and fosters growth.
- Why this job: Make a real impact in cybersecurity while working with cutting-edge technology.
- Qualifications: 3-5 years in technical support, strong problem-solving skills, and familiarity with SaaS.
The predicted salary is between 35000 - 45000 £ per year.
We’re looking for a customer-centric, technically savvy Support Engineer to be the front line of our customer experience. In this role, you’ll work on cases, ensuring timely, empathetic, and effective responses to customer inquiries. You’ll act as the voice of the customer, collaborating closely with Product and R&D teams to surface and prioritize feedback, bugs, and feature requests.
Beyond day-to-day support, you’ll own and evolve our support documentation, contribute to onboarding and training efforts, and identify opportunities to streamline workflows and improve the overall customer journey. This role is ideal for someone who loves problem-solving, thrives in a fast-paced SaaS environment, and is passionate about delivering high-quality support that drives customer success.
What you will do:
- Monitor the Technical Customer Support Queue: Manage the incoming support tickets and inquiries through our ticketing system, ensuring timely responses and resolutions that meet or exceed defined SLAs.
- Collaborate Cross-Functionally: Partner closely with R&D and Product to escalate and prioritize bugs, FRs, and UX improvements—acting as the customer advocate throughout.
- Customer Communication: Provide clear, consistent updates to customers on the progress of their requests, issues, and feedback.
- Build and Maintain Documentation: Create and continuously improve self-service resources, such as FAQs, how-to guides, and troubleshooting documents, to empower customers and reduce ticket volume.
- Track and Report Metrics: Own key support KPIs such as time-to-response, resolution rate, and customer satisfaction; identify patterns and opportunities for process improvement.
- Enable Customer Success: Assist in delivering training sessions, onboarding materials, and support for customer education initiatives.
- Optimize Support Processes: Identify bottlenecks in support workflows and drive solutions that improve speed, quality, and efficiency.
Must-have requirements:
- 3–5 years of experience in a customer-facing technical support or engineering support role, ideally in a SaaS environment.
- Strong troubleshooting and problem-solving skills across web-based applications and integrations.
- Familiarity with REST APIs.
- Proficiency in networking concepts and protocols.
- Experience in browser dev tools.
- Proficiency in SQL.
- Proficient in empathetic communication, with the ability to effectively translate technical issues into clear and understandable explanations for diverse audiences.
- Familiarity with ticketing systems (e.g., Zendesk, Jira) and knowledge base tools (e.g., Notion, Confluence).
- Familiarity with Kibana is a plus.
- Scripting is a plus.
At Zafran, people matter! We provide a robust benefits program that includes flexible PTO, health insurance plans (medical, dental, vision), a monthly stipend for phone and internet, 401k, flexible spending account, and a home office stipend when joining!
We also provide access to frontier AI models, including Claude, so every employee can work smarter, move faster, and build an AI-first career from day one.
At Zafran, we’re proud to be an equal opportunity employer. We believe the best teams are built by people who think differently, come from all kinds of backgrounds, and aren’t afraid to challenge the status quo. We welcome everyone across race, religion, gender, gender identity or expression, sexual orientation, age, disability, national origin, and veteran status, because what matters most is what you bring to the table.
If you’re curious, fun, and someone who gets things done, we’d love to meet you.
Technical Support Engineer employer: Zafran.io
Zafran is an exceptional employer that prioritises a customer-centric approach while fostering a collaborative and innovative work culture. With a robust benefits program, including flexible PTO and health insurance, employees are empowered to thrive in a fast-paced SaaS environment. The company not only values diverse perspectives but also offers unique opportunities for professional growth, making it an ideal place for those passionate about cybersecurity and delivering impactful support.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zafran.io. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zafran.io before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zafran.io:Your cover letter is your chance to shine! Tell us why you want to work at Zafran.io specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zafran.io!
How to prepare for a job interview at Zafran.io
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
