Virtru
Virtru is a leading data protection provider backed by venture capital firms in Silicon Valley and the Mid-Atlantic region. We enable customers to take granular control of their data—everywhere it’s shared—through end-to-end encryption for Google, Microsoft, and other data sharing platforms. Our data encryption and privacy enhancing applications are easy to use, fast to implement, affordable for all, and built on the Trusted Data Format (TDF) open standard.
At Virtru, our motto is "Respect the people. Respect the data." Respecting data means keeping it secure and protected across its lifecycle. We believe that when you respect data, you’re respecting the people who own that data.
Working at Virtru, you will be inspired by colleagues who are passionate about their work. We strive to create an atmosphere that sparks creativity, connection, and professional growth while empowering each other to do our best work. We hope you consider joining our team and helping us create a brighter future for data privacy.
Compensation:
$75,000 - $85,000 As a Customer Support Engineer, you will report to the Director of Customer Support. You will support a variety of products and customer types, with a primary focus on delivering high-quality support to our largest enterprise customers. You may also take ownership of other complex customer situations and projects. You must be comfortable leading by example. This includes solving a high volume of tickets at a high degree of quality and handling some of the most complex, difficult tickets impacting our most important customers. Responsibilities: Support and maintain Virtru customers, resolving technical and non-technical issues in a timely fashion over phone and email. Provide a high level of support to Virtru’s most complex enterprise customers. Use business skills, technical analysis, and knowledge of the development lifecycle to solve complex issues and promote best practices. Achieve high CSAT scores while maintaining a high ticket volume. Isolate and identify root causes using a variety of developer tools and applications. Document bugs and escalate issues to the Engineering team as necessary, and follow through on solutions. Enhance Virtru's support resources: FAQs, documentation, and internal knowledge base. Assist Support leadership by identifying trends, emergent issues, or areas for improvement. Serve as an overflow resource for Tier I support requests. Be the first point of contact for most customer escalations (technical and non-technical). Participate in On Duty rotation (Pager Duty). Skills that will help you thrive in this role: 3+ years of technical support experience—ideally in the SaaS sector supporting/implementing complex configurations. Excellent interpersonal skills, effective communicator over both email and phone. Strong technical aptitude, analytical, and troubleshooting skills. Proven track record of solving tickets in a fast-paced environment while maintaining high CSAT scores. Experience creating internal and external support documentation. Proven track record of going above and beyond to improve processes. Experience with Gmail and Chrome extensions, Outlook, web-based apps, Android and iOS apps, Google Workspace administration, and Microsoft Office 365 administration. Extra Credit (Not required but helpful): Experience supporting or implementing email gateways, APIs, or SDKs. Experience working in a fast-paced, high-growth startup environment. Virtruvian qualities that will set you up for success: Thinking creatively to respectfully challenge teammates and managers in pursuit of excellence. Strong sense of urgency with an action-oriented mindset. Ability to collaborate and adapt to shifting priorities as business needs evolve. Comfortable with asynchronous communication including Slack, email, Zoom, etc. At Virtru, we believe people do their best work when wellbeing is prioritized. We offer a holistic program covering Occupational, Mental, Social, Physical, and Environmental Wellness with benefits, including: A
Flexible PTO policy
— time off plus 14 holidays to unplug and recharge. A
$1,500 annual Learning & Development Stipend
for ongoing learning and professional growth. Frequent company-sponsored
team celebrations
for connection and socializing. Access to an
Employee Assistance Program . Access to
Headspace , a mental health app. A flat 3% contribution to your retirement account. High degree of flexibility
— time for appointments, errands, or family emergencies when needed. Virtru places a strong emphasis on diversity, equity, inclusion, and belonging. Our DE&I Council is dedicated to fostering an inclusive workplace and psychological safety for all teammates. Additional perks include: Competitive compensation Generous parental, medical, and bereavement policies 401K contribution and stock options Full medical, dental, and vision benefits New hire swag and IT welcome boxes Structured semi-annual 360° performance reviews Virtru is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable law. We encourage all qualified individuals to apply. Apply for this job Note: This description reflects the general details of the role and is not a contract. Specific duties and compensation may vary.
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$75,000 - $85,000 As a Customer Support Engineer, you will report to the Director of Customer Support. You will support a variety of products and customer types, with a primary focus on delivering high-quality support to our largest enterprise customers. You may also take ownership of other complex customer situations and projects. You must be comfortable leading by example. This includes solving a high volume of tickets at a high degree of quality and handling some of the most complex, difficult tickets impacting our most important customers. Responsibilities: Support and maintain Virtru customers, resolving technical and non-technical issues in a timely fashion over phone and email. Provide a high level of support to Virtru’s most complex enterprise customers. Use business skills, technical analysis, and knowledge of the development lifecycle to solve complex issues and promote best practices. Achieve high CSAT scores while maintaining a high ticket volume. Isolate and identify root causes using a variety of developer tools and applications. Document bugs and escalate issues to the Engineering team as necessary, and follow through on solutions. Enhance Virtru's support resources: FAQs, documentation, and internal knowledge base. Assist Support leadership by identifying trends, emergent issues, or areas for improvement. Serve as an overflow resource for Tier I support requests. Be the first point of contact for most customer escalations (technical and non-technical). Participate in On Duty rotation (Pager Duty). Skills that will help you thrive in this role: 3+ years of technical support experience—ideally in the SaaS sector supporting/implementing complex configurations. Excellent interpersonal skills, effective communicator over both email and phone. Strong technical aptitude, analytical, and troubleshooting skills. Proven track record of solving tickets in a fast-paced environment while maintaining high CSAT scores. Experience creating internal and external support documentation. Proven track record of going above and beyond to improve processes. Experience with Gmail and Chrome extensions, Outlook, web-based apps, Android and iOS apps, Google Workspace administration, and Microsoft Office 365 administration. Extra Credit (Not required but helpful): Experience supporting or implementing email gateways, APIs, or SDKs. Experience working in a fast-paced, high-growth startup environment. Virtruvian qualities that will set you up for success: Thinking creatively to respectfully challenge teammates and managers in pursuit of excellence. Strong sense of urgency with an action-oriented mindset. Ability to collaborate and adapt to shifting priorities as business needs evolve. Comfortable with asynchronous communication including Slack, email, Zoom, etc. At Virtru, we believe people do their best work when wellbeing is prioritized. We offer a holistic program covering Occupational, Mental, Social, Physical, and Environmental Wellness with benefits, including: A
Flexible PTO policy
— time off plus 14 holidays to unplug and recharge. A
$1,500 annual Learning & Development Stipend
for ongoing learning and professional growth. Frequent company-sponsored
team celebrations
for connection and socializing. Access to an
Employee Assistance Program . Access to
Headspace , a mental health app. A flat 3% contribution to your retirement account. High degree of flexibility
— time for appointments, errands, or family emergencies when needed. Virtru places a strong emphasis on diversity, equity, inclusion, and belonging. Our DE&I Council is dedicated to fostering an inclusive workplace and psychological safety for all teammates. Additional perks include: Competitive compensation Generous parental, medical, and bereavement policies 401K contribution and stock options Full medical, dental, and vision benefits New hire swag and IT welcome boxes Structured semi-annual 360° performance reviews Virtru is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable law. We encourage all qualified individuals to apply. Apply for this job Note: This description reflects the general details of the role and is not a contract. Specific duties and compensation may vary.
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