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Theta Lake Recognized as a Visionary in 2025 Gartner® Magic Quadrant™ for DCGA Solutions. Download the report

We’re Hiring

Support Engineer

The Position

The Support Engineer role is critical to ensure the effective and continuous provision of service to clients. You will provide exceptional standards of support to customers, across a variety of products, services and platforms. You will work with the Support Manager, to ensure tickets are worked on in an efficient manner and to support SLAs and provide a positive customer experience.

Responsibilities:

  • Answer phone calls from end-users and working to resolve issues, on first contact, where possible.
  • Work on tickets assigned to you. These may have been logged via telephone, portal, booking systems, email, or a chat.
  • Communicating with customers, via the appropriate channels, always ensuring that written and verbal communication is professional and meets our standards.
  • Ensure appropriate adherence to performance targets including KPIs and SLAs.
  • Build excellent working relationships within the Field Services Team (FTS) and with other teams within the wider organisation.
  • Work with Team Managers, Customer Success Managers, and Account Managers to ensure positive outcomes for our customers.
  • Train and mentor users, helping them master desktop software and tools.

What you’ll be aiming for:

  • Consistently positive customer feedback.
  • First time fix for issues whenever possible.
  • Response times always within SLAs.
  • Fix times within SLAs consistently.
  • Strong customer relationships. 

Experience:

At least 2 years in a technical support engineer position.

  • In-depth understanding of how to deliver support services to remote users in a variety of businesses.
  • Customer-focused.
  • Understanding of DCGA technologies – advantage.
  • Strong interpersonal and communication skills, able to articulate technical concepts to both technical and non-technical stakeholders.
  • Additional language capability would be an advantage due to communication with EMEA wide customer base.

The Company

Theta Lake is the only communication compliance vendor directly financially backed by the leaders in unified communications including funding by Zoom, Salesforce, RingCentral, and Cisco as well as Wells Fargo and tier 1 venture firms including Battery, Lightspeed, and Neotribe. Theta Lake is also the only vendor with a 4.9 out of 5 star and a 100% Would Recommend ratings for enterprise information archiving from customers via Gartner Peer Insights as well as the only vendor with patents for unified communication compliance and security. Theta Lake works with security focused and regulated organizations to solve their communication capture, archiving, proactive compliance risk detection, and surveillance needs.

Read more: https://thetalake.com/

Location and How to Apply

Compensation

Salary + bonus + equity + benefits

Individual pay is determined by skills, qualifications, experience, location and market conditions. Compensation details listed in this posting reflect the base salary only, and do not include commission, equity or sales incentives, if applicable. In addition to base salary, Theta Lake offers a comprehensive benefits package that includes medical, dental, vision, life insurance, long-term disability, 401(k), and health and dependent care flexible spending accounts.

We have these characteristics and like to work with people who do too:

  • Customer-Centric Mindset: A proactive approach to understanding and meeting customer needs, ensuring their success is always prioritized.
  • Adaptability: Comfortable managing multiple customer accounts and priorities in a fast-paced, dynamic environment.

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Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT and PEER INSIGHTS are registered trademarks of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved. Gartner, Gartner Magic Quadrant for Digital Communications Governance and Archiving, Michael Hoeck, Rizvan Hussain, Jeffrey Hewitt, January 8 2025. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Theta Lake.