Technical Support Engineer II
IT, Customer Service
Posted on Friday, December 1, 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.
Support at Tessian
As a member of Tessian’s Support Team you’ll be a critical part of our Customer Success organisation, acting as the interface between our Customers and our Technical teams.
You’ll be helping customers to solve complex problems, helping them get the most from Tessian and ensuring they stay protected when they run into issues and removing any potential friction when they use our product. You’ll take the lead on complex investigations that have a meaningful impact on our customers - helping them to stay protected all while delivering a best in class customer experience.
This is an incredible opportunity to join an expanding team at a critical juncture. You’ll be working with customers across all stages of their Tessian Journey, providing exceptional services from pre-sales through to ongoing support. You’ll play an important part in our team - looking for opportunities to deliver and iterate on improvements in how we support our customers and how we engage with other teams to ensure our customers get the most from our products.
To excel in this role you’ll be a technical problem-solver with previous experience in a client facing support role. You’ll be a self starter who’s comfortable working on new and exciting problems and can work cross-functionally with both commercial and technical teams. You’ll be comfortable working with senior stakeholders and IT professional, helping them to get to the right resolution and ensuring they have the best possible customer experience. You’ll be high energy, organised and have amazing communication skills. 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.
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
Roll-out new product functionality to existing customers alongside our Customer Success Managers
Build out new processes and improvements - shaping how we get things done for our customers.
5+ years experience in a technical support role, ideally supporting a B2B SaaS technology
Supported enterprise sales teams in fast growth environments
Scientific, mathematical or technology based degree background
Passionate about creating amazing experiences for customers and regularly goes above and beyond for them
Loves working with technology and is capable of understanding complex issues
Exceptional communication skills
Interest in cybersecurity
Proactive and commercial mindset, constantly exploring new opportunities for improvement
Proven track record of working in a high pressure environment
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.