Senior Technical Support Engineer Job Description: The RedLock Support team is looking for a highly motivated Senior Technical Support Engineer to join our Global Technical Support team. The ideal applicant will be self-directed, well organized, articulate, and a team player. The Senior Technical Support Engineer will work closely with our enterprise customers to troubleshoot and resolve issues to satisfaction. Responsible for the review of your own individual case backlog and providing technical and case management advice to junior members of the team along with leveraging established relationships with other teams including Engineering, Sales, Professional Services and outside Vendors. As a member of the RedLock Technical Support Team, the candidate will play a key role in developing and maintaining a strong customer perception of support quality, bringing customer and support analyst feedback into engineering, and working with engineers in the escalation of challenging cases. This role requires exceptional customer centricity, team building, a motivational style and analytical skills. The right candidate is truly passionate about customer success and has a proven track record to talk about! Responsibilities Key hands-on and customer-facing role in the Technical Support group who will be responsible for supporting the RedLock SaaS platform remotely Demonstrated capabilities in leading support activities like incident logging, initial troubleshooting, doing root cause analysis, updating knowledge base, logging updates, interacting internal, external stakeholders, ensuring SLAs are adhered in terms of issue resolution, communication and appropriate adherence to incident management procedures Closely interact with enterprise customers in leading technical support of RedLock product issues Closely collaborating with engineering teams in thoroughly understanding the technical aspects of the solution provided for self-reliant delivery and support to enterprise customers Act as an SME (Subject Matter Expert) for RedLock products and demonstrate a solid technical understanding of the entire RedLock solutions ecosystem Participate in a 24x7 shift rotation Qualifications 5+ years of experience in a customer-facing role supporting security or enterprise software products, preferably 2+ years of SaaS experience Shell Scripting and knowledge of Java and Python. Good understanding of cloud platforms such as AWS, Microsoft Azure and/or Google Cloud Platform Strong troubleshooting skills Ability to work with a rapidly evolving product and leading-edge customers Self-starter and motivated to work in a high growth and fast paced environment Understand the product direction and customer use-cases and provide input on product and code changes through all points of the product cycle. Entrepreneurial drive and work ethic, self-motivated, results oriented and demonstrated ability to add value and succeed in a fast-paced environment. Good analytical and troubleshooting skills. Excellent verbal and written communication skills Excellent organization, project management, time management, and communication skills Ability to work independently and to deliver on detail as well as strategy About RedLock RedLock enables effective security governance across Amazon Web Services, Microsoft Azure, and Google Cloud environments. The RedLock Cloud 360TM platform takes a new AI-driven approach that correlates disparate security data sets including network traffic, user activities, risky configurations, and threat intelligence, to provide a unified view of risks across fragmented cloud environments. With RedLock, organizations can manage risks, validate architecture, and enable security operations across cloud computing environments. Global brands across a variety of verticals trust RedLock to secure their public cloud computing environments. RedLock has received a number of industry accolades including finalist for Most Innovative Startup at RSA 2017, CRN Emerging Vendors in Security 2017, and TiE50 Winner 2017.
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