Technical Support Engineer
DNSFilter
Canada
DNSFilter (http://dnsfilter.com) is scaling its support team with a full time (salaried) remote position. Your shift preference will be considered: weekends, evenings, nights, or days.

Get in at the ground level of a fast-growing profitable SaaS startup.

DNSFilter (a TechStars 2018 company) is a fast-growing SaaS startup with over 1500+ customers and is cash-flow positive. We are a proven product in a proven market.

The hiring manager is Mike Schroll (CTO & Co-Founder).

Why work at DNSFilter?

Growth prospects - grow within the organization!
Strong DevOps and Engineering teams to support you
Work from home, a co-working space, or our DC/Denver offices
Experienced founders who have built successful teams and successful companies
Company gatherings each year (last year we all met on a beach in Colombia for 1 week)
Paid vacations and holidays
Full medical and dental benefits for US employees

What we are looking for:
5+ years of experience in IT break/fix, working for an MSP, or equivalent experience
Ability to ramp on technology quickly and troubleshoot with enterprise customers on the phone
Fluid (native level) proficiency in English - both speaking and writing
An interest in both customer support as well as the product
Experience freelancing or working remotely
A Bachelor's Degree in a relevant area from a reputable college
Familiarity with Trello or similar Kanban work style

Typical responsibilities will include:
Fielding customer questions through our chat portal, both in our product dashboard and, at times, on our sales web site
Responding to support tickets and directing customers to standard troubleshooting documentation
Handling requests/reports of improperly categorized domains
Contributing to support walk-throughs and documentation
Coordinating customer feature requests and bugs with the dev team
Reporting support stats on a weekly basis in a team meeting

Ideally, the candidate possesses:
Technical knowledge in networking/routing, particularly in DNS
Technical ability, in the sense of being able to use the computer to perform various tasks from writing to network troubleshooting
Previous experience in a similar position
Fluency in other languages, as we do have customers around the globe
SQL, regex, and general familiarity with coding