Job details
Job type full-time
Full job description
Offering a $1,000 sign-on bonus in addition to a competitive salary, generous benefits package, and robust training programs for career development!
Who we are
At securelink, we take our jobs seriously, but ourselves - not so muchWe’re a results-driven team that isn’t afraid of a challenge and understands the team effort required to accomplish something greatWe’re also people-oriented, so respect, teamwork, collaboration, and culture are some of our top priorities.
When you work for securelink, you’re making a differenceAs the industry leader, it’s our mission to bring secure, critical access management to organizations around the globeSecurelink provides security, privacy, data governance, and compliance solutions for companies across multiple industries, including healthcare, critical infrastructure, manufacturing, government, legal, and gamingWhether you’re helping organizations implement secure third-party remote access, developing new ways to utilize our machine-learning technology, or contributing to our sales and marketing efforts, you’re making the world a more secure place at securelink.
Our vision
We believe diversity drives better outcomesWe want you to be youSecurelink is a place where your ideas and performance matterDifferent ideas, perspectives, and backgrounds create a stronger and more creative work environment that delivers better results.
Choose where you work
At securelink, we believe trust is an essential ingredient for building productivity in the workplaceWe want to ensure all our employees feel both safe and productiveOur employees have the option to work 100% remotely, 50% remotely, or 100% from our physical offices located in austin, tx, and nashville, tn.
Remote work can currently be supported for employees residing in the following locations: ar, ca, co, fl, id, il, ky, md, mi, mn, ny, oh, pa, tx, tn, va, wa.
What you`ll do
This role requires `rockstar`, detail-oriented, people that are all about providing `5-star service` throughout the entire life-cycle of a customer! as a technical operations analyst, you are a member of a team responsible for ensuring our deployment base for our customers is operational and functioning within expectations.
In this crucial role, you’ll interact with customers (via email or phone), to establish, fix, or expand their securelink deployment when needed! in this role, you will become technically versed in many areas! day-to-day responsibilities include:
Research and address incoming questions and service requests from customers, providing focused communication(via case files, emails or phone call)
Address escalations from customers and internal teams and ensure securelink remains strong in its commitment to customer success!
Maintain detailed case records containing actionable next steps, impact assessments, and priority levels
Provide regular status updates to customers throughout the duration of the case lifecycle, including verify features, fixes, and resolutions to break-fix issues in the customer production environment.
Perform patching and upgrades to new versions in the customer environment as needed.
Participate in cross-functional team discussions and projects to deploy new securelink services to customers
Provide general `how-to` product information, configuration support, collection of relevant technical problem information, and filter non-technical problems from technical problems
Play an active role in the development of the organization by participating in process development and other team improvement projects
Work with the customer support team to ensure issues reported in the customer base are resolved in a timely professional manner
Work with the technical operations manager to ensure bugs found in the field are reproduced, documented, and receive appropriate visibility
Coordinate customer maintenance events with the project management team to ensure customer projects and services are correctly delivered in a timely manner and requirements are well understood
Work with the sales and account management organizations to ensure customer’s technological expectations are well managed on current or new customer deployments
Accommodate schedule/shift changes as needed (i.eCustomer outages)
What you’ll need
Passion for customer service and problem resolution
Case/ticket management experience
History of success in a team environment
Ability to quickly identify root-cause and triage
Time and priority management
Excellent verbal and written communication skills
Systematic troubleshooting methodologies
Basic understanding of software architecture models such as n-tier applications, as well as linux and windows administration
Concrete understanding of computing, security, and networking basics
Basic competency with sql
Why choose us
Securelink doesn’t just have fun creating value over the long run (hfcv/lr) for our customers and shareholders, we have fun creating value in the lives and careers of our employeesSecurelink invests in employee development including extensive job and product training, access to linkedin learning, monthly knowledge sharing sessions, career pathing, professional development, and moreBenefits also include:
Medical, dental, and vision insurance - securelink pays 100% of the premium for employees and 75% for dependents!
We contribute generously to your hsa (75% of the irs maximum allowable).
We help you save for retirementWe contribute equivalent to 3% of your annual base salary to a 401k.
Employees enjoy unlimited pto, including the time to volunteer.
We give $100 per month towards cell phone reimbursement.
At the office, employee perks include two meals a day, bringing your dog to work, and an onsite gym.
What else?
Successful securelink employees embrace the company’s missionGreat employees have three attributes that make them “slinky”These are 1) excellence at their position, 2) eagerness to grow and improve and 3) a true sense of responsibility to contribute to the company, customers, and culture.
We are an equal opportunity employer and value diversity at our companyWe do not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
#bi-remote
Job type: full-time
Work location: multiple locations
