Subject Matter Expert

**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.