Technical Support Engineer - Remote

Overview

We’re hiring a Technical Support Engineer to assist in the next phase of our growth. This role will report to the Head of Customer Support. You'll work alongside builders who have helped to shape the success of companies such as Google, Okta, AWS among others. The service we deliver is empathetic yet ambitious, direct, and comprehensive. You will be an early member of a global, distributed team that drives continuous improvement, in terms of efficiency of support processes and customer satisfaction. If you have an obsession for making customers successful in driving value out of their cloud data, you will have a lot in common with Veza!

In Short

• Provide nuanced technical and non-technical end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
• Manage the escalation of and ensuring prioritization of product defects into the engineering team.
• Take ownership of the customer experience and functioning as an advocate and voice of the customer with product and engineering teams.
• Create and share knowledge in both written and verbal forms both internally and externally.
• Function as a subject matter expert within support for Veza products.
• Effectively communicate and partner with cross-functional teams such as Product Management, Engineering, Sales, and R&D to drive good customer outcomes.

Requirements

• BA/BS degree or equivalent experience required.
• 5+ years of customer support, technical support, or security engineer experience for an enterprise cloud based platform.
• Prior experience providing support to enterprise customers specifically in a start-up environment.
• An understanding of role based access control and least privileged access practices.
• Broad knowledge of, and experience in, fundamental information security concepts.
• Strong working understanding of Identity Providers such as Okta and Azure.
• Strong knowledge of RESTful APIs with the ability to understand and troubleshoot issues with cloud services.
• Strong knowledge of identity and access management practices.
• Attention to detail while being able to balance multiple priorities.
• Ability to work independently with minimal supervision as part of a team.
• Ability to learn new technologies quickly.
• Ability to participate in an on-call rotation.

Benefits

• Competitive salary and equity options.
• Comprehensive benefits package.
• Opportunity to work with a talented and diverse team.
• Flexible working arrangements.
• Supportive company culture focused on ownership and integrity.