Job Title: Subject Matter Expert (SME) - VPN Support

Location: Mangalore (24/7 Shift Support)

Job Type: Full-Time

Overview

We are seeking a highly skilled and motivated Subject Matter Expert (SME) to join our support team for VPN products. In this role, you will be responsible for providing advanced technical support, managing escalations, and driving continuous improvement efforts in a fast-paced, 24/7 remote support environment.

As the SME, you will play a key role in ensuring customer satisfaction by resolving complex technical issues, mentoring Tier 1 support staff, and collaborating with cross-functional teams to improve processes and product performance.

Key Responsibilities

Escalation Management:

Oversee and resolve escalated cases from Tier 1 support.
Ensure timely updates and resolutions of escalated cases, managing the escalation buckets within Zendesk.

Issue Reporting & Ticket Creation:

Report product issues, access problems, and connection concerns in Zendesk, creating detailed tickets for internal teams.
Provide phone support for high-priority escalated cases as needed.

Trend Analysis & Solution Implementation:

Monitor recurring issues and customer feedback to identify trends.
Propose and implement effective solutions to reduce ticket volume and improve the customer experience.

Partner Channel Support (if applicable):

Provide timely responses to partner inquiries, ensuring adherence to specific service level agreements (SLAs) such as a 30-second chat response time.

Process Improvement:

Work with Supervisors and Management to enhance standard operating procedures (SOPs), knowledge bases, and workflows.
Suggest and develop training materials and topics to address knowledge gaps within the Tier 1 team.

Cross-Functional Collaboration:

Collaborate with engineering, QA, and product teams to escalate complex technical issues and provide insights for product development.
Participate in weekly and monthly meetings to share updates and discuss trends related to escalations and product performance.

Qualifications

Experience:

Minimum 2 years of experience in a Tier 2 or advanced technical support role, ideally in the VPN or cybersecurity industry.

Technical Skills:

Strong background in VPN troubleshooting and technical support.
Ability to interpret and analyze troubleshooting logs or data to diagnose and resolve issues.

Leadership:

Proven leadership experience within a support environment, demonstrating the ability to mentor and guide Tier 1 team members.

Communication Skills:

Exceptional verbal and written communication skills, with the ability to convey complex technical concepts to both technical and non-technical audiences.

Tool Proficiency:

Familiarity with Zendesk, Jira, or similar support and ticketing tools.
Experience with CRM systems, documentation tools, and collaboration software.

Additional Attributes:

Ability to work effectively , 24/7 support environment.
Strong problem-solving skills, attention to detail, and ability to prioritize tasks effectively.

Why Join Us

Impact: Play a key role in a fast-growing company, impacting the customer experience and product quality.
Growth: Opportunity to develop leadership and technical skills in a collaborative, cross-functional setting.
Flexibility: Work remotely with a flexible 24/7 shift schedule, allowing for a better work-life balance.

If you are passionate about VPN technologies, enjoy solving complex issues, and want to make a direct impact on a global user base, we encourage you to apply and join our team!