Technical Support Engineer

About the Role and You

This is a crucial role for Salt Security. We are looking for a high-energy individual who is passionate about solving critical security needs for our customers and delivering a top-notch customer experience. You are obsessed with ensuring that our customers derive maximum value from their investment with Salt. And you will only rest easy once your customers are successful. You are easy to work with, love to take on new challenges, and working cross-functionally is second-nature to you. This is a hands-on role and you are expected to learn the Salt Product and related technologies quickly. Your cybersecurity / cloud infrastructure / orchestration knowledge and experience will help cement your credentials and allow you to do exceedingly well with our customers. If you are someone who likes to dive deep and be at the front lines with customer support, you'll have a blast in this role.

Responsibilities: 

• Provide best-in-class technical support to customers via email, via chat, and, sometimes, via virtual meetings. We trust you’ll bring an empathetic, listening-oriented, outside-in perspective to your engagement with customers
• Work directly with customers to assist in managing and addressing Salt deployment issues and understanding Salt Dashboard alerts and notifications
• Provide problem management, troubleshooting, root cause analysis, and internal escalation management to resolve customer problems efficiently
• Uncover the most critical places where better documentation would ease the customer experience. Identify these topics and create, and update customer support articles/documentation as they evolve
• Guide our customers after technical implementation and ensure they continue to receive progressively high value from Salt. Be customers’ trusted partner in securing their APIs
• Use troubleshooting skills to perform lab replications, research more difficult problems, test engineering-provided fixes to ensure the solution resolves the customer's problem
• Be able to provide detailed customer-centric feedback and work with Product and R&D on issues and feature escalations and prioritization
• Ability to manage a high work volume with time-bound constraints and prioritize/communicate with internal team members about changing priorities 

Qualifications: 

• Have the ability to work on rotation
• 1+years of technical support experience preferably with an enterprise SaaS provider 
• 1+ years of DevOps or Linux Sys Admin experience
• Strong customer service skills and communications skills with a “customer first” attitude 
• Experience in working with help-request tracking and reporting tools (ticketing system)
• An understanding of HTTP protocol details, Postman, etc.
• Some experience in AWS/Azure/GCP, K8, Docker, or other containerization technologies
• An understanding in network security, API ecosystems, AppSec, WAF, WAAP, RASP, or similar security products   
• Plus points for certifications in any of the above
• Experience with collaborating with software developers in the creation of programs for their organization
• Hands-on technical experience for support/operations and related skills like:
  Evaluating, troubleshooting, debugging, and identifying the root cause in a timely manner
• Flexibility to work an on-call rotating schedule that requires night and weekend availability