Senior Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Investigate and resolve support cases related to the Akeyless SaaS platform, addressing issues such as secret access, authentication challenges, certificate workflows, and remote access.

• Recreate customer issues by designing and managing testing environments utilizing Linux, Docker, Kubernetes, and other relevant tools.

• Examine logs and platform behavior to identify root causes and provide actionable solutions.

• Assist customers in implementing secure configurations and adhering to best practices.

• Collaborate closely with engineering and product teams to escalate bugs or intricate issues, validate solutions, and represent customer interests.

• Contribute to the development of internal tools, team processes, and knowledge base articles for customer support.

• Be available to assist with critical issues outside of regular hours as necessary.

• Create runbooks to enhance troubleshooting efficiency and improve the customer experience.

⛳️ Requirements

• A minimum of 4 years of experience in technical support, DevOps, System Administration, or a comparable customer-facing technical role.

• Strong hands-on experience managing Linux-based systems in production settings.

• Expertise in Kubernetes, Terraform, Docker, and shell scripting.

• Familiarity with IAM concepts, authentication protocols, and API interactions.

• Experience working with at least one major cloud provider (AWS, Azure, or GCP).

• Knowledge of networking, TLS/SSL, and system-level debugging (including logs, processes, and permissions).

• Excellent analytical and troubleshooting abilities, with the capacity to independently conduct root cause analyses.

• Strong written and verbal communication skills in English.

🏝️ Benefits

• Company Stock Options

• Benefits