Senior Technical Support Engineer

Description

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