Technical Support Engineer (Tier 1)

At DNSFilter we have a singular mission: to challenge the way the industry thinks about security via DNS—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, and in 2022 we became the fastest DNS security tool on the planet and joined forces with privacy-focused VPN Guardian! This year we’re continuing our product-fueled growth by adding new features to assist our customers with their DNS-layer security and broadening our solution to meet the needs of our customers.
To help realize our product vision and sustain our growth, we are looking for a first-line support person who can field technical inquiries from customers, directly address common requests/issues, and communicate internally to diagnose and resolve more complex issues for our VPN solution: Guardian.
This person will be self-motivated and able to work independently while maintaining a high level of productivity and quality work. An ideal candidate should have some knowledge of networking, routing, DNS, VPN, but most importantly, should exhibit high levels of customer service. This is a full time fully remote role.
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!
You Will

• Help tag support tickets based on the reported issue in Zendesk
• Be a supportive of everyone on the team
• Use your initiative to proactively find ways to improve the customer experience
• Be engaged in a collaborative environment to provide feedback and suggestions
• Respond to support tickets and educate customers on standard troubleshooting
• Be the first stage of support covering our Guardian product and associated Embedded offerings using the GuardianConnect SDK
• Become familiar with the Guardian Firewall product and partner-based offerings that we’ve launched through our Guardian Connect program and SDK
• Provide exceptional support to our growing customer base through Zendesk

Requirements

• Experience working remotely
• Ability to work in and contribute to a collaborative team environment
• Interest in working overtime (and earning overtime pay) when there is a severe load of tickets
• Experience with working on call in a 24/7 environment
• Experience providing technical support for a consumer product
• Proficient English speaking and writing ability
• Ability to work during normal business hours in a United States time zone
• Excellent customer service skills

Bonus Points:

• Experience using Zendesk or a similar ticketing system
• General understanding of VPN, Firewalls, DNS, Computer Networking Protocols, networking, and routing

Benefits

• A 100% work-from-home position with a company that values and fosters personal and professional growth
• Home office buildout allowance
• Passionate and intelligent colleagues who work hard and have a good time doing it
• Full medical, dental, and vision benefits for US Based Employees
• Flexible Vacation policy
• Full short-term disability and life benefits; available long-term disability
• In-person Annual Gatherings. Last time we all spent a week on a beach in Cancun!
• Awesome company swag
• Rotating 4-Day workweek
• Paid company-wide week off at the end of each year

The hiring range for this role is: $28 - $33 USD Per Hour
This role is non-exempt & is eligible for overtime as deemed necessary. This role includes a PTO day every other Friday along with Federal Holidays & unlimited vacation.
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.