What You'll Do
- Manage customer communication and expectations.
- Provide phone, email, and chat support to assigned accounts.
- Provide troubleshooting and debugging of customer problems.
- Act as the customer liaison to Engineering, Sales, and Field Engineer teams.
- Transition product issues to Tier 3 Support, Engineering, and product enhancements to Product Management, tracking status to the customer regularly.
- Escalate critical issues and roadblocks to the Technical Support Manager.
- Be a part of the on-call rotation for the assigned product team.
What You'll Bring
- Bachelor's degree or equivalent experience in a related technical field
- 5+ years of enterprise software customer support and/or IT-related support
- Strong dedication to customer service and teamwork
- Proven confidence to drive technical investigations independently in remote environments
- Excellent verbal and written communication skills (individual and group settings)
- Ability to understand, analyze, and resolve customer technical needs
- Experience collaborating across Pre-Sales Engineering, Product Management, Development, Technical Support, and Sales
Required Technical Experience
Advanced (3+ years)- Windows Server OS
- Account Administration: Windows & Active Directory
- Active Directory / LDAP & Group Policy (GPO) Administration
- Networking (DNS, port testing, packet captures, TLS, secure communications)
- RDP Connections
Intermediate (3+ years)- UNIX/Linux OS Administration
- Azure / Entra ID
- AWS IAM (roles, policies, trust relationships)
- Command-Line Interfaces (CMD, PowerShell, UNIX/Linux)
- SSH connection troubleshooting
Nice To Have
- Kubernetes (service accounts, workload identity federation, secrets management)
- Just in Time Privileged Access
- Experience working with AI Chatbots such as Claude AI / Chat GPT etc...
- Experience working with Webhooks
- Terraform
- REST API usage & scripting (e.g., Bash, PowerShell, Python)
- Jenkins and/or CI/CD technologies
- Secure machine-to-machine communications (TLS/HTTPS/LDAPS)
- Additional cloud technologies (AWS, Google Cloud)
- Virtualization platforms
- Monitoring tools (e.g., DataDog)
- Databases (SQL preferred)
- Scripting skills (PowerShell, Bash, Ruby, Python)
- Security software expertise
- Versioned key-value stores & metadata tagging
- Compliance frameworks (SOC 2, ISO 27001, HIPAA)
- AWS STS (Security Token Service)
- Identity federation & OIDC flows
Better Together
Diversity. Inclusion. They're more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.
We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.
#LI-DF1
