Technical Support Engineer

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

📋 Description

• Act as the main technical liaison for enterprise clients, managing issues from initial report to final resolution.

• Address intricate challenges within cloud environments, CI/CD pipelines, SCMs, APIs, and integrations.

• Examine and resolve problems related to source control management (SCM) systems like GitHub, GitLab, and Bitbucket.

• Utilize Grafana dashboards and monitoring tools to identify system and integration issues.

• Collaborate with R&D to diagnose product challenges, implement fixes, and provide insights for platform enhancements.

• Maintain transparent and proactive communication with customers, managing expectations during critical issues.

• Disseminate knowledge through documentation, runbooks, and training sessions to empower customers and team members.

• Represent customer interests internally, ensuring their requirements shape product priorities and improvements.

⛳️ Requirements

• Over 3 years of experience in technical or product support, preferably for SaaS, AppSec, or DevOps platforms.

• Proficient in Tier 3-level troubleshooting across: Source control systems (GitHub, GitLab, Bitbucket), APIs (REST/GraphQL, authentication, integrations), Cloud platforms (AWS and GCP required; Azure is a plus), Monitoring & observability tools (Grafana or equivalent), Operating systems (Linux/Windows), Containers & orchestration (Docker, Kubernetes), CI/CD pipelines (Jenkins, GitHub Actions, GitLab, Azure DevOps), Databases (PostgreSQL/MySQL).

• Scripting abilities (Python, Bash, or PowerShell) for diagnostics and automation tasks.

• Strong customer communication skills: capable of articulating complex technical issues in simple terms.

• Proactive and motivated, thriving in a remote-first setting while collaborating across different time zones.

🏝️ Benefits

• Flexibility to work from any location.

• A dedicated and passionate team focused on transforming application security.