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کد آگهی: KP2820807269
استخدام Support Specialist
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اشترن ایکس تکنولوژی | TechX
در تهران
دورکاری
اطلاعات شغل:
امکان دورکاری و کار در منزل: دارد
نوع همکاری: تماموقت
مهارتهای مورد نیاز:
پشتیبانی
پشتیبانی شبکه
Technical Support
IT
پرداختها: توافقی
متن کامل آگهی:
About SternX
SternX is an integrated platform that brings Unified Endpoint Management (UEM), Endpoint Security, and Access & Identity into a single console. It helps customers manage devices at scale, enforce security policies, control SaaS access with a Zero-Trust approach, and automate security/compliance workflows.
Role Title
Support Specialist (Product Onboarding & Customer Support)
Role Summary
As a Support Specialist, you will own the post-sales customer journey: from onboarding, configuration, and enablement to day-to-day support and issue resolution. You will become a product expert across SternX pillars and drive cases end-to-end until full resolution (not just escalation).
Key Responsibilities
1) Product Expertise
- Develop deep hands-on expertise across: UEM, Endpoint Security, Access & Identity
- Understand device coverage and core scenarios (Windows/macOS/iOS/Android; Linux is a plus): enrollment, policies, app management, patching, compliance, EDR, conditional access
2) Customer & Partner Onboarding
- Run end-to-end onboarding: discovery, solution design, configuration, rollout, go-live, and handover
- Translate customer requirements into platform setup (policies, groups, roles, workflows, dashboards)
- Deliver enablement sessions (remote/on-site) for admins, IT teams, and security stakeholders
3) Customer Support (Daily Operations)
- Handle support via Intercom (chat/email/in-app) with a strong focus on CSAT and first-contact resolution
- Troubleshoot by reviewing configurations, policies, device status, and logs; communicate clearly with customers
- Improve support operations: macros, routing, SLA discipline, automation; turn recurring questions into documentation
4) Ticketing, Bug Triage & Follow-through
- Log, triage, and track bugs/requests in Jira
- Reproduce issues, gather context, collaborate with Product/Engineering, and proactively update customers on progress
5) Cross-functional Collaboration (Sales / Product / Engineering)
- Support Sales during POCs/pilots and complex deployments (multi-OS, multi-tenant environments)
- Provide structured product feedback; join customer calls as the technical/product owner when needed
6) Process & ITSM Improvements
- Contribute to internal runbooks/SOPs, escalation paths, and incident management practices
- Use dashboards/reporting to identify patterns, increase adoption, and reduce customer risk
Required Qualifications
- Proven experience in B2B SaaS in Support / Customer Success / Implementation / IT Operations
- Strong ability to ramp up on and master a complex product (preferably in UEM/Security/Identity domains)
- Working experience with Intercom and Jira; strong ticket ownership and prioritization skills
- Good understanding of ITSM fundamentals (incident/problem/change) and L1/L2 collaboration
- Hands-on experience supporting multi-platform environments (at minimum Windows + one of macOS/iOS/Android)
- Fluent English (spoken and written) — must be comfortable communicating daily with international customers and teams
Nice to Have
- Experience with UEM/MDM, EDR, SSO/MFA, Conditional Access, and Zero Trust concepts
- Experience working with MSP/MSSP or multi-tenant environments
- Familiarity with security/compliance frameworks (ISO 27001, SOC 2, etc.)
Key Traits
- Customer-obsessed, highly accountable, and proactive in driving issues to closure
- Fast learner with strong troubleshooting and attention to detail
- Clear communicator (especially in English), organized, and collaborative
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یکشنبه 8 دی 1404، ساعت 23:45