Job details
Job type full-time
Full job description
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 patient privacy and access management tool for our customers is operational and functioning within expectations.
In this crucial role, you’ll potentially interact with customers (via email) to support their patient privacy monitoring applicationIn 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
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.
Monitor application errors and performance providing first response, investigation, and assessment to failures
Engage with client support tickets and questions in order to provide fast, expert, and superior quality support to rapidly growing customer base
Learn scripting and automating processes in bash and python to support the operation of the main application and documenting these processes in our support repository
Maintain various server operations, like ssl certificates and requests, firewall rules, and os patches
Investigate bugs reported by users in the main application by replicating them, summarize findings, identify potential resolutions, and create bug cards
Assess and configure data validation and transformation extracted from customer’s data sources (typically emr applications)
Perform upgrades to new versions in the customer environment as needed and also communicate with clients about, scheduling, and executing application updates
Coordinate with sales/business on our team and end-users or tech contacts on our customers` teams to solve problems and meet implementation goals
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
Accommodate schedule 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
Familiarity with virtual machine provisioning and automation
Familiarity with configuring cloud services (like aws)
Familiarity with software architecture models such as n-tier applications and linux
Concrete understanding of computing, security, and networking basics (like dns, ssl, vpns)
Knowledge of sql and basic system administration
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 employeesBenefits and perks include:
Health: medical, dental and vision insurance - we pick up 67% of your medical premium!
Retirement: we match 100% of your 401(k) contribution, up to 3%.
Time off: employees receive unlimited pto, including time to volunteer.
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
