Technical Support Engineer - Cloud

November 6

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Next-Generation Endpoint Protection • Endpoint Detection and Response • Next Generation Anti-Virus • Managed Threat Hunting • Incident Response

5001 - 10000

Description

• The ideal Cloud TSE candidate is passionate about technology and customers • A true problem solver, they will take personal ownership in seeing a problem through to resolution • You will be proficient in Cloud computing across heterogeneous operating environments • You will be comfortable speaking with security, engineering, sales, as well as customer operation teams • Candidates must have advanced technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a fast paced, high growth, learning environment • Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues • Work with all departments to facilitate issue resolution of cases • Serve as an internal point of contact on customer escalations and ensure customer issues are resolved as expediently as possible • Investigate, troubleshoot, debug, and solve clients' most challenging and critical technical needs and issues • Create process or troubleshooting documentation in the support knowledge base • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers • Responsible for reducing the number of escalations requiring engineering team engagement • Work with Technical Account Managers to ensure that reported issues have the appropriate priority with engineering • Identify emerging issues that have the potential to become system down issues • Maintain line of communication between engineering and support teams during system down / severity 1 issues

Requirements

• Expertise in cloud computing concepts and experience in AWS, AZURE or GCP services • Experience with orchestration tools like Docker, OpenShift, Kubernetes • Experience with Linux environment troubleshooting and diagnosing low-level operating systems and network issues • Ability to diagnose failures in running Linux systems, inspect logs to narrow down failures • Experience with diagnosing performance related issues on Linux & Containers • Experience with Python & Bash scripting • Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment • Knowledge of continuous integration & continuous deployment technology (e.g. Terraform, Cloud Formation, Docker, Jenkins) • Able to communicate, collaborate, and work effectively in a distributed team • Outstanding analytical and organizational abilities • Ability to remain calm, composed and articulate when dealing with tough customer situations

Benefits

• Remote-first culture • Market leader in compensation and equity awards • Competitive vacation and flexible working arrangements • Comprehensive and inclusive health benefits • Physical and mental wellness programs • Paid parental leave, including adoption • A variety of professional development and mentorship opportunities • Offices with stocked kitchens when you need to fuel innovation and collaboration