We are looking for a Technical Support Engineer that is hard-working and committed to customer success. The Technical Support Engineer should be comfortable living in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice-versa. This is an excellent opportunity to join a dynamic and fun Technical Support team. This role will report to the Director of Product Support, but will also work collaboratively across our Customer Success, Product, Engineering, Sales, and Documentation teams.
You will help with technical issues, bug identification, feature requests, general knowledge, and proof of concepts.
Quickly cultivate customer trust by becoming an expert in Insight CloudSec software
Leads support efforts for customers who have been determined to have Critical value when needed
Coordinates with Customer Success Managers to address any technical issues impacting a Customer's success
Escalates software bugs or feature enhancements to Tier 2 and product management teams
Acts as a subject matter expert of the Insight CloudSec product
Builds relationships and partnerships with other internal Insight CloudSec teams
Proactively shares information and expertise regarding recent fixes, and best practices in the cloud
A minimum of 2 years' experience with Cloud Technologies
Extraordinary attention for customer experience
Proficiency with command-line tools and Linux operating system environments
Systems Operations experience, including deploying and managing applications, either on-premises or in a public cloud environment.
Certified on one of the following; AWS (Amazon Web Services), GCP (Google Cloud Platform), Microsoft Azure
Familiar with at least one of the following languages and technologies; SQL, PHP, Java, Python, JSON
Excellent organizational and project management skills
Fast learner, natural curiosity and love of technology