Customer Support Engineer

Join Virtru: Protecting Data, Empowering People

Are you passionate about data privacy and empowering users to control their information? At Virtru, we’re revolutionizing data security through our innovative encryption solutions. We’re a fast-growing company backed by leading venture capital firms, and we’re looking for talented individuals to join our mission. If you’re seeking a dynamic environment where you can make a real impact on the future of data protection, we encourage you to apply. Compensation for this role ranges from $75,000 – $85,000.

About Virtru: Respecting Data, Respecting People

Virtru is at the forefront of the data protection revolution, building easy-to-use encryption solutions for Google, Microsoft, and other popular platforms. We’re driven by our core values: “Respect the people. Respect the data.” This means safeguarding data throughout its lifecycle and empowering individuals with granular control over their privacy. By joining Virtru, you’ll contribute to a company that prioritizes innovation, collaboration, and employee growth.

Customer Support Engineer: Championing Customer Success

As a Customer Support Engineer, you’ll be a vital part of our team, providing top-tier support to our valued enterprise customers. Reporting to the Director of Customer Support, you’ll tackle complex technical challenges, resolve issues efficiently, and advocate for best practices. You’ll be a problem-solver, a communicator, and a trusted advisor, ensuring our customers have a seamless experience with our data encryption solutions.

Responsibilities:

• Provide exceptional support to Virtru customers via phone and email, resolving technical and non-technical issues promptly.
• Deliver superior support to our largest, most intricate enterprise clients.
• Leverage your technical expertise, analytical skills, and knowledge of the development lifecycle to address complex challenges and promote effective strategies.
• Achieve exceptional Customer Satisfaction (CSAT) scores while maintaining an efficient ticket resolution rate.
• Identify and isolate root causes of issues using various developer tools and applications.
• Document bugs and escalate issues to the Engineering team, ensuring timely follow-through on solutions.
• Contribute to Virtru’s support resources, including FAQs, documentation, and internal knowledge base.
• Assist Support leadership in identifying trends, emerging issues, and areas for improvement.
• Serve as backup support for Tier I support requests.
• Act as the primary point of contact for customer escalations (both technical and non-technical).
• Participate in the On Duty rotation (Pager Duty).

Skills that Will Help You Thrive:

• 3+ years of technical support experience, ideally in a SaaS environment supporting complex technical configurations.
• Excellent interpersonal and communication skills, both written and verbal.
• Strong technical aptitude, analytical, and troubleshooting skills.
• Proven ability to resolve tickets quickly while maintaining high CSAT scores.
• Experience creating internal and external support documentation.
• A track record of going above and beyond to improve processes and customer experiences.
• Experience with Gmail and Chrome extensions, Outlook, web-based apps, Android and iOS apps, Google Workspace administration, Microsoft Office 365 administration.

Bonus Points:

• Experience supporting or implementing email Gateways, APIs, or SDKs.
• Proficiency in at least one programming language, ideally JavaScript or Java.
• Experience working in a fast-paced, high-growth startup environment.

Virtruvian Qualities for Success:

• Thinking creatively to respectfully challenge the status quo and pursue excellence.
• A strong sense of urgency and an action-oriented mindset.
• Ability to collaborate and adapt to shifting priorities in a dynamic business environment.
• Comfort communicating asynchronously via Slack, email, and Zoom.

Perks & Benefits: Invest in Yourself at Virtru

We believe in prioritizing employee wellbeing and offer a comprehensive benefits package that supports your occupational, mental, social, physical, and environmental wellness.

• Flexible PTO policy & 14 holidays
• $1,500 annual Learning & Development Stipend
• Frequent company-sponsored team celebrations
• Employee Assistance Program
• Headspace subscription
• 3% contribution to your retirement account
• High degree of flexibility

We also prioritize diversity, equity, inclusion, and belonging through our DE&I Council.

Additional perks:

• Competitive compensation
• Generous parental, medical, and bereavement policies
• 401K contribution and stock options
• Full medical, dental, and vision benefits
• New Hire Swag and IT Welcome boxes
• Structured semi-annual 360° performance reviews

Virtru is an Equal Opportunity Employer committed to creating an inclusive environment for all.