Offer summary

Qualifications:

Bachelor’s degree in Computer Science, IT, Cybersecurity, or related field., Over 5 years of experience in technical support or customer-facing roles in SaaS, preferably in cybersecurity., Proficiency with cloud platforms such as AWS, Azure, and GCP, and understanding of data security concepts., Strong troubleshooting skills with experience in SQL, scripting languages like Python, and technical problem-solving..

Key responsibilities:

Serve as the primary contact for technical support inquiries, providing effective solutions.

Diagnose, troubleshoot, and resolve complex issues related to Sentra's platform across multi-cloud environments.

Create and maintain technical documentation, knowledge bases, and troubleshooting guides.

Collaborate with product, engineering, and customer success teams to resolve customer issues efficiently.

Job description

Description

At Sentra, we are at the forefront of reinventing data security, empowering enterprises to take control of their sensitive information across the cloud and on-premises environments. As a market leader in data security posture management, Sentra is transforming how companies approach data security, with innovative solutions that provide unparalleled visibility and control by using cloud native technology.

We are seeking a highly skilled and motivated Technical Support Engineer to join our growing team. This is an exciting opportunity for someone who wants to be the first Support Engineer at Sentra, and take part in developing and scaling our Support function. You will play a pivotal role in providing top-notch technical assistance to our customers, ensuring they get the best value from Sentra's platform. If you have a passion for data security and thrive in a fast-paced environment, we encourage you to apply.

Responsibilities

Be the primary point of contact for technical support inquiries, providing timely and effective solutions for our customers.
Diagnose, troubleshoot, and resolve complex issues related to Sentra's platform, spanning multi-cloud environments (AWS, Azure, GCP).
Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides to help customers and internal teams.
Collaborate with Product, Engineering, and Customer Success teams to escalate and resolve customer issues, ensuring they are addressed promptly and efficiently.
Build strong relationships with our customers, acting as a trusted advisor and advocating for their needs within Sentra.
Establish best practices and procedures for handling support tickets, enabling scalability and efficiency as our customer base grows.
Provide feedback to the Product team on recurring customer issues and feature requests to continuously improve our product offerings.
Develop a deep understanding of Sentra's platform to provide customers with guidance on best practices and ensure their success.

Requirements

5+ years of experience in a technical support or customer-facing role in a SaaS environment, preferably in cybersecurity or data security.
Proficiency with cloud platforms (AWS, Azure, GCP) and familiarity with data security concepts.
Strong troubleshooting skills, with the ability to effectively diagnose and resolve complex technical issues.
Experience with SQL, scripting languages (e.g., Python), and other technical tools for debugging and problem-solving.
Bachelor’s degree in Computer Science, IT, Cybersecurity, or equivalent experience.
Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to customers of varying technical backgrounds.
A self-starter with the ability to work independently and prioritize tasks in a fast-paced, dynamic startup environment.
Passion for customer success, with a commitment to providing a high-quality customer experience.

Required profile