Tier 3 Technical Support Engineer

As a Tier 3 Technical Support Engineer at DNSFilter, your role primarily revolves around providing expert-level technical assistance to customers. You will be responsible for consulting on product configurations, testing new features, tackling escalated support tickets, and serving as a liaison between the customers and our development teams. Moreover, you will help educate customers on troubleshooting and ensure proactive communication regarding any escalated issues.

To be considered for the Tier 3 Technical Support Engineer position at DNSFilter, you should have over five years of experience in a SaaS environment as a Technical Support Engineer and two years working with Managed Service Provider (MSP) customers. You must possess a strong understanding of networking and DNS protocols, exceptional customer service skills, and the ability to communicate complex ideas clearly. Familiarity with ticketing systems and CRM tools is also essential.

DNSFilter fosters a collaborative and innovative work culture, especially within the Tier 3 Technical Support Engineer role. Employees can expect to work closely with passionate colleagues who are driven by results. The company promotes diversity and encourages individuality, believing that varied experiences will enhance creativity and problem-solving. Additionally, there are opportunities for professional growth and pathways to promotion based on performance.

Yes, experience with DNS filtering is vital for the Tier 3 Technical Support Engineer role at DNSFilter. Given the nature of our business, your past exposure to network security products, including DNS filtering solutions, will enable you to support our customers better and provide them with in-depth technical assistance, ensuring they maximize their use of our products.

Tier 3 Technical Support Engineers at DNSFilter can expect an impressive array of benefits, including full medical, dental, and vision coverage. The company also provides a flexible vacation policy, retirement savings options, and short-term disability and life benefits. Additionally, you’ll enjoy a paid company-wide week off at the end of each year and the chance to participate in exciting company events!

During the interview, be prepared to discuss specific examples from your previous roles where you managed escalated support tickets, how you resolved complex technical issues, and the impact your support has had on customer satisfaction. Highlight instances that showcase your problem-solving skills and technical expertise.

To respond effectively, share your approach of simplifying technical jargon. Explain your techniques for ensuring that customers feel comfortable asking questions and that you can convey information in a clear and concise manner, demonstrating your commitment to an exceptional customer experience.

Mention specific projects or scenarios where you’ve applied your knowledge of DNS, TCP/IP, and other networking protocols to resolve issues. Discuss any relevant tools or systems you’ve used to manage and analyze network traffic, underlining your capabilities in a practical context.

Explain your process for handling escalated tickets, which should involve thoroughly documenting the issue, providing any steps you’ve already taken, and communicating with your team or superior for additional guidance, ensuring that the customer stays updated throughout the process.

Discuss implementing feedback loops where you gather customer input consistently and using this data to predict and address customer needs before they even arise. Mention any initiatives from past experiences where you improved customer interaction or streamlined support processes.

Share your methods for keeping up with industry trends, such as following specialized blogs, attending webinars, and participating in forums. Emphasize how your continuous learning has helped you provide better support in your previous roles.

Use concrete examples to describe how you have communicated customer needs or bugs back to the engineering teams, detailing how collaboration led to successful resolutions or enhancements in the product. This showcases your ability to act as a liaison effectively.

Discuss specific time management tools or techniques you utilize, like prioritization matrices or agile methodologies, emphasizing how these strategies help you handle multiple tickets and maintain quality support during peak periods.

Illustrate how you’ve effectively managed ticketing systems in previous positions; include details on how you utilized analytics provided by these systems to enhance responsiveness and overall support effectiveness.

Express your enthusiasm for DNSFilter’s mission to create a safer internet and your desire to contribute positively. Relate your past experiences and skills back to how they align with the company’s goals, showcasing your passion for the industry.