Technical Support Specialist

• Manage customer experience and ensure best SLA.
• Diagnose and resolve technical issues promptly and effectively.
• Implement and optimize cloud security best practices to enhance the security posture of our clients’ environments.
• Provide training and guidance to customers on implementing and maintaining cloud security measures effectively.
• Collaborate closely with CS and R&D teams for prioritization and escalation of issues and feature requests
• Document support activities, solutions, and best practices, and communicate them clearly to both customers and internal stakeholders.
• Act internally as a product technical expert

What you will bring:

• At least 2+ years of experience as Technical Support (2nd/ 3tr tier) or similar, preferably in global B2B-focused SaaS
• Willingness to go the extra mile to get the job done within SLAs and customer commitments
• At least 3+ year experience in the tech industry
• Great understanding of Networking and TCP/IP
• Minimum 1 year experience with a major cloud provider (AWS/Azure/GCP)

Advantages:

• Familiarity with Kubernetes and IaaC
• Experience with REST and GraphQL APIs
• Experience with cloud security products and concepts (CSPM/CNAPP/CDR)