Technical Support Engineer

We are looking for a mid-level Technical Support Engineer to join our talented team in Irving (TX) area.

Do you thrive on prioritizing and managing support tickets; ensuring each one gets the attention it deserves? In addition to your morning coffee, do you get your energy from solving problems? Are you an efficient team player and want to build something great together? If so, we want to hear from you!

As a Technical Support Engineer, your role will focus on providing exceptional service to our customers and partners while collaborating with internal teams to resolve issues efficiently. Specifically, your role will include:

• Supporting customers through phone, email, and ticketing systems.

• Independent evaluation and prioritization of the customer tickets, escalating internally as needed,

• Handling and solving Support tickets according to our guidelines and KPIs,

• Efficient cross-team communication and cooperation, especially with international sales, R&D and delivery teams,

• Usage of appropriate information sources for efficient problem solving, such as company internal manuals, documentation and help desk,

• Creating relevant articles and content for the Tosi Knowledge Base.

Besides your own team, you will be supported by 70+ peers across the globe. Your accurate role in the team is tailored based on your skills and preferences. You'll report to the Chief Services Officer, Milla Kuosmanen.

To thrive as a Technical Support Engineer at Tosi, you must be able to say Yes to these:

• 2-3 years of applicable experience from customer facing roles (ideally in technical support or a similar capacity),

• A good grasp of IT/ICT/IOT, computing and networking, with hands-on experience in cloud technologies (Azure, AWS, Google Cloud) and a basic understanding of Linux would be awesome,

• Customer-centric mindset with a proactive, positive attitude toward solving technical issues,

• Genuine excitement for cybersecurity business,

• Ability to work independently and efficiently prioritize tasks in a fast-paced environment while staying calm and collected,

• Located in Irving, Texas, you will be expected to work in the office twice a week as well as participate in a rotating on-call schedule.
• Excellent English communication skills, both written and verbal, with the ability to convey complex information clearly

What we'll offer:

• A full-time and permanent position,

• An exciting place in a global growth company with innovative culture where your ideas matter,

• A flexible work environment that values work-life balance,

• Generous overall compensation and benefits package,

• A team where fun and work blend like coffee and cream.

If you're ready to make your mark in cybersecurity and contribute to our success, we'd love to hear from you as soon as possible! Please submit your resume and application by November 21st at latest. Please note that we are contacting candidates already during the application period.