Job Summary
We are looking for a Senior Product Support Engineer to join our enterprise product support organization. You will work with customer solutions, engineering, product managers, and various other stakeholders to deliver consistent software product experience for our customers. You will use your skills in Application and Systems troubleshooting, customer support, communication and experience working with enterprise customers to deliver great customer experiences.
Core Responsibilities
- Deliver expert technical product support to our enterprise customers using the SandboxAQ Security Suite while providing exceptional customer experiences.
- Troubleshoot and resolve technical issues with the deployment and operation of the Security Suite web interface, APIs and related tracers and scanners using troubleshooting tools and resources such as log files, documentation and application code.
- Work closely with engineering and product teams to communicate product issues and contribute to product and process improvements.
- Leverage your ability to read and understand application code to troubleshoot and Identify root cause of customer reported issues.
Who you are
- Experience in supporting global deployments of Enterprise Software, both in the cloud and on-premises.
- Effective problem solver that can quickly break down complex systems to identify the root cause of issues.
- Effective communicator with a bias to action, who can rapidly tie together multiple perspectives to reach consensus and drive to decisions and execution.
- Self-motivated, able to work independently in a remote work environment.
- Appetite for problem-solving through rapid prototyping environment and deal with uncertainty and fluidity.
- Excellent communication and interpersonal experience, including relationship building and collaboration within a cross-functional team.
- 2-5 years of experience in cybersecurity or technical support for products/platforms such as Tanium, Venafi, CZERTAINLY, Splunk, Elastic, and similar products/platforms.
Preferred Qualifications
- Familiarity with one or more of the following domains: Cloud Computing, Network Engineering, AI, or Software Development.
- Proficiency in reading code, particularly in Python and Java.
- Proficient with Linux command-line tools; capable of performing basic administrative tasks and troubleshooting within a Linux environment.
- Proficient with Windows environment administration and troubleshooting.
- Demonstrated success in supporting Enterprise Software, both in the cloud and on-premises environments.
- Solid understanding of SQL for database querying and analysis, experience with PostgreSQL is a plus.
- Experience with GraphQL for data querying and integration with APIs.
- Bachelor's degree in Computer Science or related Engineering degree/similar technical field of study or equivalent practical experience
