JOB OPENING AT INKY

Customer Success Support Engineer

About INKY

INKY is a next-generation anti-phishing and employee awareness platform. INKY blocks email phishing attacks and provide employees with real-time email assistance to handle suspicious emails. INKY’s solution scans any email before it lands in the employee’s inbox and executes advanced computer vision, AI, and ML-based tests to understand who the perceived email sender is and try authenticating it to protect the end-user. Malicious emails are blocked, and suspicious emails are tagged using smart dynamic snippets that alert the user and encourage them to take a closer look before reacting to the sender's requests. INKY adds a thin, but powerful layer of protection like no other. INKY adds a thin, but powerful layer of protection like no other.

We were recently awarded a few national honors, including the 2021 SINET16 Innovation Award, 2021 TAG CYBER Distinguished Vendor, and the 2019 InfoSec Award Winner.

You can learn more about our technology, our leaders, and our record of accomplishment at www.inky.com

 

Are you someone who...

  • Is interested in joining a startup company and team, with a focus on quality, precision, and responsiveness?
  • Takes pride in scaling support operations?
  • Likes to manage a variety of support tasks and engage with customers
  • Works to improve everything you do
  • Able to collaborate with high-performance individuals in other areas of business?

We have the perfect role for you!

 

The Job

INKY, the leader in next-generation anti-phishing solutions, is looking for an experienced Customer Success Support Engineer to join our Customer Success team. In this role, you will be responsible for the ongoing support for customers, as well as building value and long-term relationships that translate into closing renewals.

  • Address both technical and account related questions and concerns by written response via the ticketing system (Jira) to provide support to our customer base.
  • Maintain detailed and accurate case history while managing your queue of cases and following up as necessary with customers and internal staff.
  • Engage in customer support video conferencing sessions to quickly resolve issues, and/or ensure escalation to the senior operations team.
  • Facilitate cross-functional alignment with other teams within INKY to ensure the completion of various tasks and projects necessary to address a customer’s request or concern.
  • Provide exceptional support to INKY customers whether direct, partner or reseller.
  • Proactively implement tool and process improvements to streamline customer success activities and services.
  • Participate in the product innovation loop by identifying and representing customer needs to the engineering and product teams.
  • Identify potential upsell opportunities and engage the Customer Success Manager and Sales team.


Job Requirements

  • 3+ years of experience as a technical support or professional services engineer.
  • Extensive experience in Office 365, Exchange and/or G Suite administration, with proficient knowledge of email infrastructure and protocols, and the email security landscape.
  • MSP or consulting experience supporting customers is preferred.
  • Excellent problem solving and communication skills. Ability to present complex concepts in an easy-to-understand manner.
  • Ability to thrive in a dynamic, startup team environment.
  • Strong time management and decision-making skills.
  • Client-focused with a passion for support. 

 

Location

College Park, MD or Remote

 

Why This Job Is Great

With INKY we knew we were inventing the future, and that requires a unique mindset and approach. The threat landscape shifts overnight, which is why we question everything, and explore new ideas like crazy, and the moment we solve a complex challenge, we seek out the bigger one that was lurking beneath it. If you are curious, creative and want to join a quickly growing start-up, then INKY is the place for you!

  • Competitive salary and bonus- we want to attract and retain the best of the best
  • Health, Dental and Vision Benefits, with 100% company contribution to premium
  • Unlimited PTO, plus standard national holidays
  • Stock options
  • Flexible Spending Account
  • 401K

Think you might be a good fit for this position? Apply here to start the process.