Senior Technical Support Engineer
About The Position
PlainID is seeking a Senior Technical Support Engineer to join our growing team to meet the company's business needs. PlainID is a leading startup in Identity, Authorization & Security Management, looking for you to join and assist the Global Services team to provide excellent in-class support to our customers.
We work with multiple technologies, such as Containerized solutions (Docker, Kubernetes) & Cloud Architecture (AWS, GCP, Azure).
- Taking ownership of customer issues reported by customers and prioritizing them based on their urgency and importance.
- Researching, diagnosing, analyzing, troubleshooting, reproducing issues and identifying high-quality solutions to them
- Coordinating support case handling & resolution with the appropriate internal teams: Project Management, Sales, Professional Services, Product, R&D & QA
- Leveraging experience with Cloud technologies into the daily activities, acting as an internal advisor to the team
- Following standard procedures for proper escalation of high-priority or unresolved issues.
- Sharing knowledge and information, documenting best practices, Knowledge-base articles and How To’s
- Performing some tasks with customers, such as installations, upgrade support
- Identifying “common issues” and providing internal feedback to enhance our products
Requirements
- At least 8 years of experience in technical support for software and cloud services
- Strong technical and analytical skills, especially in handling complex issues
- Proven experience in Linux environments
- Proven experience in databases and ability to manage and troubleshoot them, including strong SQL skills
- Great interpersonal skills and a team player
- An excellent problem-solver & out-of-the-box thinker
- Maintaining a proactive approach
- Positive attitude, ability to accept challenges and achieve goals
- Ability to work in a challenging and fast-paced environment
- Excellent written and oral communication skills
- English proficiency is a must
- Attention to details
- Participating in regular on-call shifts & willingness to be on-call on weekends or holidays if needed
- Understanding of REST APIs - advantage
- Experience with Containerized solutions and Cloud technologies - advantage
- Hands-on experience with scripting - advantage
- Experience in the Information Security field - advantage
- Previous DevOps role & Willing to work with customers directly while leveraging the professional experience - advantage
Salary range: $90,000-$110,000