Technical Support

📍 Job Overview

• Job Title: Technical Support
• Company: Aikido Security
• Location: Ghent, East Flanders, Belgium
• Job Type: Full-Time
• Category: Customer Support & Success
• Date Posted: 2025-02-03
• Experience Level: 2-5 years

🚀 Role Summary

• 📝 Enhancement Note: This role is crucial for driving customer adoption, ensuring value realization, and protecting against churn. It requires a strong technical background and excellent communication skills to bridge the gap between customers and the Aikido Security platform.

• Aikido Security is a no-BS security platform for developers, aiming to make security simple and accessible. As a Technical Support specialist, you'll play a vital role in helping customers unlock the full potential of the Aikido platform while addressing and resolving any challenges they face.

• This role involves engaging with 'accounts at risk' to prevent churn, driving product adoption, delivering training sessions, and sharing customer insights with the product team. It requires a medior profile with prior experience in technical support, technical account management, or a similar role.

💻 Primary Responsibilities

• 📝 Enhancement Note: The primary responsibilities of this role revolve around customer success, technical troubleshooting, and workflow investigation. Strong communication skills and a proactive approach are essential for driving customer value and preventing churn.

• 📝 Enhancement Note: This role requires a balance between technical problem-solving and customer-facing communication. Prior experience in technical support or a similar role is crucial for success in this position.

• 📝 Enhancement Note: The Technical Support role involves working closely with the product team to share customer insights and drive platform improvements. This collaboration is essential for ensuring the Aikido Security platform meets the needs of its users.

• 📝 Enhancement Note: This role requires the ability to manage multiple priorities and work independently. Strong organizational skills and the capacity to handle complex issues are essential for success in this position.

• 📝 Enhancement Note: The Technical Support role involves delivering training sessions to customer teams. Excellent communication skills and the ability to explain technical concepts clearly are crucial for driving customer adoption and ensuring value realization.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. However, relevant work experience may be considered in lieu of formal education.

Experience: 2-5 years of experience in technical support, technical account management, or a similar role is required. Proven experience in debugging and investigating technical workflows is essential.

Required Skills:

• Technical Support
• Technical Account Management
• Debugging
• Communication
• Proactive
• Independent
• Workflow Investigation
• Customer Success
• Customer Support
• Customer Relationship Management
• Technical Troubleshooting
• Problem-Solving
• Customer Training
• Customer Insight Analysis

Preferred Skills:

• Familiarity with the cybersecurity industry
• Experience with security platforms or tools
• Knowledge of software development processes
• Familiarity with customer success best practices
• Experience with customer relationship management (CRM) software

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role does not require a web portfolio, the following section is not applicable.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between €45,000 and €60,000 per year, based on regional market data and the required level of experience. This range is inclusive of base salary and any performance-based bonuses.

Benefits:

• High-impact position in a fast-growing company
• Fast growth of responsibility
• A company that sticks to its values in an open and informal atmosphere
• Flexibility in working hours

Working Hours: The standard working week is 40 hours, with flexibility in working hours to accommodate customer needs and time zones.

🎯 Team & Company Context

🏢 Company Culture

Industry: Aikido Security operates in the cybersecurity industry, focusing on providing a no-BS security platform for developers.

Company Size: Aikido Security is a fast-growing startup founded in 2022, with a team of all-star professionals dedicated to pushing boundaries in the cybersecurity market.

Founded: Aikido Security was founded in 2022 by third-time serial founders, with $25M in funding to drive growth and innovation in the cybersecurity market.

Team Structure:

• The Technical Support role will work closely with the product team to share customer insights and drive platform improvements.
• This role will also collaborate with the customer success team to ensure customer satisfaction and prevent churn.
• The Technical Support specialist will report directly to the Customer Success Manager.

Development Methodology:

• Aikido Security follows an Agile development methodology, with a focus on continuous improvement and customer feedback.
• The product team uses sprint planning to prioritize features and improvements based on customer needs and market demands.
• The Technical Support role will play a crucial part in gathering customer feedback and driving platform enhancements.

Company Website: Aikido Security

📝 Enhancement Note: Aikido Security is committed to fostering a culture of openness, informality, and values-driven decision-making. This approach is reflected in the company's culture and the way it interacts with customers and partners.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-level position in the customer success and support field, focusing on driving customer adoption and ensuring value realization for the Aikido Security platform.

Reporting Structure: The Technical Support specialist will report directly to the Customer Success Manager, working closely with the product team to share customer insights and drive platform improvements.

Technical Impact: This role has a direct impact on customer satisfaction, platform adoption, and churn prevention. By driving customer success and providing valuable feedback to the product team, the Technical Support specialist plays a crucial part in the growth and improvement of the Aikido Security platform.

Growth Opportunities:

• Growth opportunity 1: As Aikido Security continues to grow, there will be opportunities for the Technical Support specialist to take on more responsibilities and advance their career within the customer success and support field.
• Growth opportunity 2: This role offers the chance to work closely with the product team, gaining insights into the development process and contributing to platform improvements. This collaboration can lead to a deeper understanding of the Aikido Security platform and its underlying technologies.
• Growth opportunity 3: The Technical Support role provides an excellent opportunity to develop strong communication skills and gain experience in customer success and support. These skills are highly transferable and can open up career opportunities in other fields, such as sales, marketing, or product management.

📝 Enhancement Note: Aikido Security is committed to providing growth opportunities for its employees. As the company continues to grow and expand, there will be ample opportunities for the Technical Support specialist to advance their career and take on new challenges.

🌐 Work Environment

Office Type: Aikido Security operates in a hybrid work environment, with offices in Ghent, Belgium, and remote work options for eligible employees.

Office Location(s): Aikido Security's headquarters is located at Gebroeders van Eyckstraat 2, 9000 Ghent, Belgium.

Workspace Context:

• Workspace aspect 1: The Technical Support role requires a dedicated workspace with a reliable internet connection and access to the necessary tools and software for customer support and communication.
• Workspace aspect 2: Aikido Security provides its employees with the necessary hardware and software to perform their jobs effectively, including laptops, monitors, and communication tools.
• Workspace aspect 3: The Technical Support specialist will work closely with the customer success team and the product team, fostering a collaborative work environment that encourages knowledge sharing and continuous learning.

Work Schedule: The standard working week is 40 hours, with flexibility in working hours to accommodate customer needs and time zones. The work schedule may vary depending on the customer's time zone and the specific needs of the account.

📝 Enhancement Note: Aikido Security is committed to providing a flexible and supportive work environment that enables its employees to balance their personal and professional lives. This approach is reflected in the company's work schedule and remote work policies.

📄 Application & Technical Interview Process

Interview Process:

• Process step 1: The initial screening will focus on the candidate's technical background and experience in technical support or a similar role. The interview will also assess the candidate's communication skills and ability to work independently.
• Process step 2: The technical interview will focus on the candidate's problem-solving skills and ability to debug and investigate technical workflows. The interview may include live coding exercises or case studies that simulate real-world customer support scenarios.
• Process step 3: The final interview will focus on the candidate's cultural fit and alignment with Aikido Security's values and mission. The interview will also provide an opportunity for the candidate to ask questions and learn more about the company and the role.

Portfolio Review Tips: As this role does not require a web portfolio, the following section is not applicable.

Technical Challenge Preparation: The technical interview for this role will focus on the candidate's problem-solving skills and ability to debug and investigate technical workflows. Candidates should familiarize themselves with the Aikido Security platform and be prepared to discuss their approach to technical troubleshooting and customer support.

ATS Keywords: Aikido Security is looking for candidates with experience in technical support, technical account management, or a similar role. Relevant keywords for this role include:

• Technical Support
• Technical Account Management
• Debugging
• Communication
• Proactive
• Independent
• Workflow Investigation
• Customer Success
• Customer Support
• Customer Relationship Management
• Technical Troubleshooting
• Problem-Solving
• Customer Training
• Customer Insight Analysis

📝 Enhancement Note: Aikido Security is committed to providing a fair and transparent interview process that focuses on the candidate's skills and potential for success in the role. The interview process is designed to assess the candidate's technical background, communication skills, and cultural fit with the company.

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role does not involve web development or server administration, the following section is not applicable.

👥 Team Culture & Values

Web Development Values: As this role does not involve web development, the following section is not applicable.

Collaboration Style:

• Collaboration approach 1: Aikido Security fosters a collaborative work environment that encourages knowledge sharing and continuous learning. The Technical Support specialist will work closely with the customer success team and the product team to ensure customer satisfaction and drive platform improvements.
• Collaboration approach 2: Aikido Security values open communication and transparency, with a focus on fostering a culture of collaboration and teamwork.
• Collaboration approach 3: Aikido Security is committed to providing a supportive and inclusive work environment that enables its employees to thrive and grow.

📝 Enhancement Note: Aikido Security is committed to fostering a culture of collaboration and teamwork, with a focus on open communication and knowledge sharing. This approach is reflected in the company's work environment and the way it interacts with customers and partners.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Web development challenge 1: As this role does not involve web development, the following section is not applicable.
• Web development challenge 2: As this role does not involve web development, the following section is not applicable.
• Web development challenge 3: As this role does not involve web development, the following section is not applicable.
• Web development challenge 4: As this role does not involve web development, the following section is not applicable.

Learning & Development Opportunities:

• Learning opportunity 1: Aikido Security offers opportunities for professional development and growth, with a focus on continuous learning and skill development.
• Learning opportunity 2: Aikido Security encourages its employees to attend industry conferences and events, providing opportunities for networking and professional development.
• Learning opportunity 3: Aikido Security provides mentorship and coaching opportunities to help employees develop their skills and advance their careers.

📝 Enhancement Note: Aikido Security is committed to providing opportunities for professional development and growth, with a focus on continuous learning and skill development. This approach is reflected in the company's learning and development programs and its commitment to supporting the growth and success of its employees.

💡 Interview Preparation

Technical Questions:

• Technical question 1: This role requires strong technical problem-solving skills and the ability to debug and investigate technical workflows. Candidates should be prepared to discuss their approach to technical troubleshooting and customer support.
• Technical question 2: This role involves working with customers to drive product adoption and ensure value realization. Candidates should be prepared to discuss their approach to customer success and support.
• Technical question 3: This role requires strong communication skills and the ability to work independently. Candidates should be prepared to discuss their approach to communication and collaboration in a remote work environment.

Company & Culture Questions:

• Technical question 4: Aikido Security is committed to fostering a culture of openness, informality, and values-driven decision-making. Candidates should be prepared to discuss their alignment with the company's values and mission.
• Technical question 5: Aikido Security is a fast-growing startup with a focus on innovation and continuous improvement. Candidates should be prepared to discuss their approach to problem-solving and adaptation in a dynamic work environment.
• Technical question 6: Aikido Security is committed to providing a flexible and supportive work environment that enables its employees to balance their personal and professional lives. Candidates should be prepared to discuss their approach to work-life balance and remote work.

Portfolio Presentation Strategy: As this role does not require a web portfolio, the following section is not applicable.

📝 Enhancement Note: Aikido Security is committed to providing a fair and transparent interview process that focuses on the candidate's skills and potential for success in the role. The interview process is designed to assess the candidate's technical background, communication skills, and cultural fit with the company.

📌 Application Steps

To apply for this Technical Support position:

• Submit your application through the application link provided on the job listing.
• Tailor your resume and cover letter to highlight your relevant experience in technical support, technical account management, or a similar role.
• Prepare for the technical interview by familiarizing yourself with the Aikido Security platform and brushing up on your problem-solving and debugging skills.
• Research Aikido Security and its mission to provide a no-BS security platform for developers. Be prepared to discuss your alignment with the company's values and mission.
• Prepare for the final interview by thinking about your approach to customer success and support, as well as your ability to work independently and collaborate with remote teams.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.