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Technical Support Engineer II



IT, Customer Service
London, UK
Posted on Tuesday, September 12, 2023
Tessian protects every business’s mission by securing the human layer
The Tessian Cloud Email Security platform helps enterprises defend against email attacks, protect against data loss and respond to security incidents more efficiently. By combining artificial intelligence with an understanding of employee email behavior, Tessian is able to prevent complex email attacks and data loss incidents that evade Secure Email Gateways and the built in security controls of M365 and Google Workspace.
The world's largest banks, healthcare organizations, hedge funds and law firms all use Tessian to secure their email environments, data and people whilst saving their security team time. In 2022 alone, Tessian prevented hundreds of thousands of business email compromise attacks, data loss incidents and saved hundreds of hours of work for security teams.
Tessian is headquartered in London and Boston with 200+ employees globally and has raised over $120m in venture capital funding from world leading investors like Sequoia, Accel, Balderton, March, Citi and Okta. Tessian was recognized as one of Fast Company’s Most Innovative Companies for 2022. More information can be found at www.tessian.com.
Customer centricity is core to everything Tessian does and our Support team is at the core of this.
We’re looking for a Technical Customer Support Engineer to help our customers get the most from Tessian. You’ll help them to solve problems - supporting them in staying protected and answering their questions. You’ll be at the forefront of providing an effective and first class customer experience. You’ll be an excellent communicator with strong organisation skills and an ability to regularly go above and beyond.
To excel in this role you’ll be a technical and creative problem solver. You’ll have proven customer support experience with an ability to communicate with senior technical customer stakeholders in both large and small organisations. You’ll be a self starter, always looking for ways to iterate on existing processes or build out new ones to create an even better customer experience. You'll have a strong aptitude and experience in working in B2B SaaS technology, with a strong desire to further your craft and support the team around you.
You’ll be a strategic partner to our product and engineering leaders helping to keep recurring customer feedback at front of mind and ensuring it’s fed into our product development cycle. You’ll work closely with product managers on new launches and be a key stakeholder in ensuring our internal and external stakeholders have the enablement they need to take advantage of new functionality as it’s released.
This is a critical role at Tessian and an exciting time to join to help take our support organisation to the next level.
Support our global customers in solving complex challenges by using the Tessian platform
Develop our service offering - work with other teams to better enable and support our customers.
Identify and deliver improvements in how we enable and support both internal and external stakeholders
Work closely with our Sales teams to shape our solution for prospective customers
Work directly with Product and Engineering to roll-out new product functionality to existing customers
Build out new processes and improvements - shaping how we get things done for our customers.
Act as a point of escalation for particularly complex tickets and during customer facing incidents - supporting others in the team to provide a first class customer experience
Has 5+ years experience in a B2B technical support role, ideally supporting a SaaS and/or Cybersecurity technology
Is obsessed with providing the best customer experience - you’re eager to roll up your sleeves and regularly go above and beyond to support customers.
Is a self-starter with an ability to operate independently and work with both customers and colleagues to deliver strong outcomes.
Has worked with and supported enterprise sales and customer success teams in fast growth environments
Has exceptional communication skills with an ability to work with both technical and non-technical stakeholders
Has a proactive and commercial mindset - you’re always looking for improvements and iterations on processes.
Loves working with technology and is capable of understanding and working through complex issues
Has a proven track record of working in a high pressure environment
Has a data driven and analytical mindset alongside strong organisation and prioritisation skills
Past experience in collaborating and coordinating issues with your peers to ensure they’re appropriately escalated and dealt with
If you're not sure that you exactly fit all of the above criteria, please do get in touch anyway. We're always willing to speak to great candidates even if you don't feel you meet every criteria listed!
Tessian is an equal opportunity employer, committed to equality and diversity amongst both our employees and prospective applicants. The Human Layer we're securing is diverse, and we know we need to be diverse and inclusive to successfully create HLS that reflects this. You can read our equality and diversity statement here.
As part of our commitment to equality and diversity, we're also a corporate member of the WISE Campaign for gender equality in STEM & we're a founding member of the WEDS network driving diversity & inclusion in startups.
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