Support Engineer/Customer Success - Tier 3

Support Engineer 3–5 years of experience in a technical support role for SaaS security software Experience working with Kubernetes environments Experience working with APIs Ability to thrive in a fast-paced environment and manage multiple priorities Proven track record of delivering exceptional customer support Knowledge of monitoring tools (e.g., New Relic) and logging solutions (e.g., Grafana) for issue identification and resolution Experience using a support ticketing tool (e.g., Zendesk) Bachelor’s degree in Computer Science, Information Technology, or a related field Fluent English, both written and spoken **** Support Engineer Lead 4-5 years of experience in a technical support or similar role. - Must 1+ years of experience managing Technical Support Engineering teams, preferably from SaaS startups in the Cloud Native Space. - Must 2 years of experience with Kubernetes and cloud platforms (AWS, GCP, etc.) - Must. Basic SQL skills with the ability to query databases. Experience with Linux and comfortable working with the CLI. Strong troubleshooting and debugging skills in cloud-based applications and databases. Ability to read code to assist in debugging and troubleshooting. Familiarity with containers (e.g., Docker), APIs, Datadog, and GitHub. Customer Success - Tier 3 2+ years in technical support or customer success Strong technical troubleshooting and problem-solving skills Excellent written and verbal communication skills Experience with ticketing systems (Zendesk preferred) Customer-focused mindset with ability to explain technical concepts clearly Ability to work independently and prioritize multiple issues Team player with collaborative approach Travel is required occasionally.