Senior Technical Support Representative (Tier 3)

Senior Technical Support Representative (Tier 3)

Dyn is continuing our fast-paced growth, bringing on new customers around the world daily. Our Enterprise Technical Support team is responsible for making sure our enterprise customers receive prompt & informative answers that quickly solve any question or issue they have encountered. Often you are assisting the makers of your favorite web site and/or smartphone app, a startup just starting to make itself known, and even Fortune 500 companies.

For those who want a challenge, want to dive in deep and learn the technologies our products are built on, and love to provide customers with the exact experience that you would expect in their shoes, this is the position for you.

Job Duties include

  • Provide exceptional customer service, technical assistance, and training to internal and external customers.
  • Prompt and accurate response to questions from customers and prospective customers about the features and capabilities of our services.
  • Identify best practices for services in customer's account(s) and advises corrective action(s).
  • Assess ticket priority, escalates as necessary through proper channels to resolve issues in a timely manner.
  • Resolve issues timely and accurately to help the team meet expected metrics and SLAs.
  • Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems.
  • Monitor release notes to obtains understanding of new or updated services.
  • Participate in night, weekend, and holiday on-call rotation for DynECT platforms as coverage is needed, sometimes on short notice.
  • Prepare evaluations of services or processes and recommend improvements.
  • Develop customer-facing or internal documentation on an as-needed basis.
  • Communicate customer needs and wishes to leadership team.
  • Must have a passion for technology and troubleshooting complex customer problems. Must be able to communicate effectively with other team members as well as members of the Sales, Engineering, and Operations teams.

Required Skills

  • Minimum of five years of experience in a technology related field or discipline.
  • Experience with customer success strategies, technical support / helpdesk, and/or sales engineering roles.
  • Must be able to also work a flexible schedule (days, nights, weekends, and/or holidays) as part of a 24/7 on-call team (rotation), as required.
  • Comfortable communicating solutions to customers across a wide variety of skill-sets.
  • Able to work autonomously and collaboratively as appropriate.
  • Tenacious with a passion for learning new and unfamiliar concepts.
  • Comfortable working with customers in person, by phone and via email.
  • Cultural fit is important.  You must embody our core values of trust, passion, performance and respect.

Desired Skills

  • Ability to write and speak multiple languages. 

 

Dyn is a cloud-based Internet Performance Management (IPM) company that provides unrivaled visibility and control into cloud and public Internet resources. Dyn’s platform monitors, controls and optimizes applications and infrastructure through Data, Analytics, and Traffic Steering, ensuring traffic gets delivered faster, safer, and more reliably than ever. 

Dyn is the leading IPM provider to the largest enterprises and most visited web properties in the world, including eight of the top 10 Internet Services and Retail companies, and six of the top 10 Entertainment companies, in the Fortune 500. Dyn helps everyone from startups to companies like Pfizer, Netflix and Twitter solve the challenges associated with Internet scale, complexity and volatility. Dyn is Internet Performance. Delivered.

Visit dyn.com for more info on how Dyn delivers.Have you heard the exciting news?  Dyn has signed an agreement to be acquired by Oracle!  Check out Dyn.com for more information. 

Dyn is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status or any other characteristic protected by law.


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