Tier 2 Technical Support Engineer - Australia

At DNSFilter we are making workplaces more secure through protective DNS and advanced content filtering—and we need your help! We’ve come a long way over the past few years. In 2021 we had a successful $30 million Series A funding round, in 2022 we became the fastest DNS security tool on the planet and acquired the privacy-focused VPN Guardian, and in 2023 we extended our Series A by $15M and added more global points of presence to our anycast network! 

As we continue our product-fueled growth by adding new features and broadening our solution to meet the needs of the global market, it's clear there's a missing piece. That's where you come in!

We are looking for a self-driven Tier 2 Technical Support Engineer located in Australia to support our customers in the APAC region. This person will dig deep to unearth the root cause of technical issues and not just address the symptoms. While we expect you to have broad technical knowledge, having solid competency with networking, routing, DNS, and TCP/IP protocols is a must. 

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion is a key to innovation and excellence; therefore we encourage people from all backgrounds to apply to our positions!

At DNSFilter You Will:

• Provide exceptional support to our growing customer base via chat, email, and phone.

• Respond to support tickets and educate customers to effectively resolve their issues.

• Become an expert with the DNSFilter product and its functionalities.

• Serve as a liaison between customers and our development and product teams, replicating, reporting, tracking, and communicating the status of feature requests and bugs.

• Use your initiative to proactively find ways to improve the customer experience.

• Escalate tickets to the Technical Team Lead or Development as needed.

• Act as a point of escalation for Tier-1 Support Engineers needing assistance with advanced issues in tickets.

• Engage in a collaborative environment to provide feedback, suggestions, and support to colleagues.

• Working hours - 7 PM to 4 AM EST

• Join in on 24/7 on-call rotations
  

Required Skills and Qualifications:

• 5+ years of experience in a SaaS Technical Support role.

• 2+ years of experience as an MSP Support Engineer.

• Technical competence in networking, routing, DNS, and TCP/IP protocols.

• Proven experience in a technical support role, focusing on DNS filtering or network security products.

• Excellent customer service skills with the ability to communicate complex technical concepts to non-technical users.

• Strong problem-solving skills and the ability to work independently under pressure to resolve customer issues swiftly.

• Ability to take initiative and adapt to changing priorities and technologies in a fast-paced environment.

• Ability to join a 24/7 on-call rotation, including working hours from 7 PM to 4 AM EST to support our APAC customers.

• Experience with ticketing systems and customer relationship management (CRM) tools.

• Experience providing technical support to enterprise customers.

• Experience working remotely.

• Familiarity with roaming clients, Remote Management and Monitoring (RMM) tools, Hyper-V, Azure, Active Directory, and/or virtualization.

• Knowledge of how to read technical logs and provide in-depth analysis.

• Scripting ability, experience with VPNs, and firewalls.

This role is open to candidates in Australia only. The below hiring range is in USD.

U.S. hiring salary range

$45,000 - $55,000 USD

We Offer:

• A 100% work-from-home position with a company that values and fosters personal and professional growth

• Pathway to promotion to additional organizational positions and responsibilities based upon results and performance - not just time in the chair.  You help us grow, we will help you grow.

• Passionate and intelligent colleagues who work hard and have a good time doing it

• Flexible Fridays

• Paid company-wide week off at the end of each year

• Flexible Vacation policy

• Awesome company swag

• Home office buildout allowance

• Full medical, dental, and vision benefits for US and Canada based employees

• Full short-term disability and life benefits; available long-term disability

• 401k with vested company matching for qualifying employees

• In-person annual gatherings. Last time we all spent a week on a beach in Cancun!

DNSFilter is a pay for performance organization, which means there is the opportunity to advance your compensation with performance over time. The hiring base pay is dependent upon many factors such as level, function, training, transferable skills, work experience, business needs, and/or geographic location. As a fully remote company, our compensation reflects the cost of labor across several U.S. and global geographic markets. We pay differently based on those defined markets. Our Talent Team can share more about the specific salary range for the job location during the hiring process.

At DNSFilter, we utilize sophisticated software and tools to identify and eliminate Deepfake candidates. This approach helps us maintain the integrity of our hiring process, ensuring that we select the most qualified and genuine individuals to join our team.