Customer Support Engineer (Fully Remote - Central and Eastern US regions

Founded in 2014 in London, UK, Garrison has raised more than $50m to date from London investors including Dawn Capital, IP Group, NM Capital and BGF. Garrison’s strengths lie in its experienced and dedicated teams, building on years of expertise in cyber security to bring genuinely game changing technology to the industry.

With sustained team growth in the US over the last three years, Garrison’s cross domain business is set to continue to accelerate over the next 12 months. Focusing on revolutionizing ways of working in the classified and unclassified government market, Garrison’s innovation is unique. Security is enforced through a combination of patented Garrison SAVI® and hardsec technology using FPGA silicon to combine the highest levels of security with flexibility and cost effectiveness.

As an example, working closely with our government customers, we are assisting them to address cross domain security requirements laid out in a recent White House memorandum (National Security Memorandum -8, NSM-8, “Improving the Cybersecurity of National Security, Department of Defense, and Intelligence Community Systems”), dated January 19, 2022, that references NSA’s Raise-The-Bar (RTB) initiative.

Our working culture

We are an exciting SME with ground-breaking isolation technology; a very serious mission to solve real world problems, but with a positive and highly inclusive culture and excellent work/life balance.

At Garrison we celebrate diversity and inclusion, and we’re focused on continuously improving equality for the benefit of our employees, products and community. We recruit, develop and retain talent purely on the basis of qualifications, merit and business needs.

We are proud to be an equal opportunity employer and we take every possible step to ensure that every person employed or seeking employment with us receives fair treatment. No-one shall be disadvantaged on the grounds of age, disability, gender, ethnicity, religion or belief, sexual orientation, marital and parental status, neurodiversity, social background, physical ability, illness or otherwise.

Overview of the role

We are offering a fantastic opportunity to work within Garrison’s US-based team – specifically we are seeking an ambitious and hardworking individual looking for hands-on experience within a unique and highly innovative company, and the opportunity to develop your skills within the organization.

You will focus on delivering best-in-class support and customer service to turn every US customer into an advocate of Garrison, encouraging successful word-of-mouth recommendations to support long-term growth for our business. You will receive ample guidance for new tasks, but day-to-day we expect you to be autonomous, organized and proactive.

You will contribute to all aspects of customer success, assisting in customer deployments of our ultra-secure solutions, as well as supporting customers with the product after it has gone live. The role will involve frequent communications with the wider CS and engineering team in London, working from your home office, maintaining your own test network and regular travel to customer sites across the US and Canada, Garrison’s office locations, and colleagues in neighbouring cities/states.

The successful candidate will be sharp, technically literate, collaborative and highly personable with the ability to consult with technical and non-technical stakeholders, both internally and externally at all levels. You may come from a network/infrastructure support role with the plan to move into something more client-centric, or you may simply be a technical individual that enjoys working with people – we are open to inexperienced/entry level candidates with the right attitude and level of knowledge.

Key Responsibilities

• Develop a detailed understanding of Garrison’s products.
• Articulate Garrison’s secure web browsing concept in simple terms.
• Prepare Garrison appliances for shipment to customers.
• Provide ongoing support to customers and help manage associated ticket queues.
• Provide onsite support to customers (which will include travel across US and Canada as required).
• Undertake root cause analysis on Garrison issues before working with the Garrison engineering team to plan a resolution.
• Engage with Garrison's engineering teams in London to discuss product improvements and roadmap items from a functional, usability and performance perspective.
• Carry out detailed product testing of new Garrison releases and features ensuring they work as expected and raise issues (with clear instruction on how to replicate) to the engineering team for investigation.
• Conceive and help create CS material (documentation, training videos etc.)
• Be part of the 24x7 re