Job Details
Description
About Archer
A new regulatory change lands somewhere in the world every six minutes, and agentic AI is outpacing most teams ability to govern it. At Archer, we help the enterprises powering the global economy turn that pressure into an advantage.
Mandates like the EU AI Act and the SEC cybersecurity disclosure rules are driving the most significant GRC buying cycle we have seen in years. That demand is why we are growing this team.
This is hard work that matters. Our customers span energy, utilities, financial services, pharmaceuticals, and the public institutions communities depend on. People choose Archer because they get to partner with the most trusted brands in the world, on work that protects the customers and communities those brands serve.
If that sounds like your kind of work, let's chat.
The Role
This Senior Engineer on Archer's Customer Support team works directly with Customers and internal stakeholders. The primary day to day is providing technical support to customers and giving customers a smooth and pleasant troubleshooting experience in resolving product related issues.
What You'll Do
- Provide technical support to customers via case management systems, email, and web meetings.
- Troubleshoot and resolve product-related issues within Archer applications and integrations.
- Analyze customer-reported problems, gather diagnostic information, and perform root cause analysis.
- Reproduce issues in test environments and document findings clearly.
- Collaborate with Engineering, Product Management, and other internal teams to drive issue resolution.
- Manage support cases effectively, ensuring timely updates and adherence to service level objectives (SLOs).
- Create and maintain detailed case notes, troubleshooting documentation, and knowledge base articles.
- Guide customers through configuration, administration, and best-practice recommendations.
- Identify recurring issues and proactively recommend improvements to products, processes, or documentation.
- Participate in team knowledge-sharing activities and continuous learning initiatives.
You'll Thrive Here If You Have
- Bachelor's degree in Communications, Electronics or Networks Engineering, Computer Engineering, Information Systems, Information Technology, or a related technical field.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills in English.
- Understanding of troubleshooting methodologies and technical support best practices.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong customer service mindset and attention to detail.
Even Better If You Have
- Advanced knowledge of Networks Fundamentals, protocols and troubleshooting utilities.
- Very Good Knowledge of Network Security Fundamentals
- Familiar with basics of information security (Encryption, certificates ... etc).
- SQL Database Knowledge and hands-on experience
- IIS and Web Services knowledge
- Very Good Knowledge of MS Active Directory and LDAP protocol..
- Familiarity with SQL, APIs, web applications, or enterprise software platforms.
- Knowledge of security, governance, risk, and compliance (GRC) concepts is a plus.
- Experience with case management or ticketing systems such as Zendesk, Salesforce, or similar platforms.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice at management discretion based on business need.
Equal Opportunity
Archer is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Archer are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, protected veteran status, genetic information, or any other characteristic protected by federal, state or local laws. Archer will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All Archer employees are expected to support this policy and contribute to an environment of equal opportunity.
If you need a reasonable accommodation during the application process, please contact [Confidential Information]. All employees must be legally authorized to work in Country they are applying for. Archer and its approved consultants will never ask you for a fee to process or consider your application for a career with Archer. Archer reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.
