Technical Support Engineer

Skills

Customer ServiceCustomer SupportEscalations ManagementGoogle Cloud PlatformIT EscalationRoot CauseTechnical Support

Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

Ability to work on rotation
5+ years of technical support experience preferably with an enterprise SaaS provider
5+ years of DevOps or Linux Sys Admin experience
Strong customer service skills and communications skills with a “customer first” attitude
Experience in working with help-request tracking and reporting tools (ticketing system)
An understanding of HTTP protocol details, Postman, etc.
Technical background in network security, API ecosystems, AppSec, WAF, WAAP, RASP, or similar security products
Strong experience in AWS/Azure/GCP, K8, Docker, or other containerization technologies
Plus points for certifications in any of the above
Experience with collaborating with software developers in the creation of programs for their organization
Hands-on technical experience for support/operations and related skills like evaluating, troubleshooting, debugging, and identifying the root cause in a timely manner
Flexibility to work an on-call rotating schedule that requires night and weekend availability
Bachelor's degree or higher: preference for computer science, engineering, cybersecurity, or related degrees

Day to day

Provide best-in-class technical support to customers via email, via chat, and, sometimes, via virtual meetings. We trust you’ll bring an empathetic, listening-oriented, outside-in perspective to your engagement with customers
Work directly with customers to assist in managing and addressing Salt deployment issues and understanding Salt Dashboard alerts and notifications
Provide advanced problem management, troubleshooting, root cause analysis, and internal escalation management to resolve customer problems efficiently
Uncover the most critical places where better documentation would ease the customer experience. Identify these topics and create, and update customer support articles/documentation as they evolve
Guide our customers both during and after technical implementation and ensure they continue to receive progressively high value from Salt. Be customers’ trusted partner in securing their APIs
Use troubleshooting skills to perform lab replications, research more difficult problems, test engineering-provided fixes to ensure the solution resolves the customer's problem
Be able to provide detailed customer-centric feedback and work with Product and R&D on issues and feature escalations and prioritization
Ability to manage a high work volume with time-bound constraints and prioritize/communicate with internal team members about changing priorities

Company

Why this team might suit you

Mission, benefits, values and useful company context.

Mission

Salt Security protects the APIs that form the core of every modern application. Its patented API Protection Platform is the only API security solution that combines the power of cloud-scale big data and time-tested ML/AI to detect and prevent API attacks. By correlating activities across millions of APIs and users over time, Salt delivers deep context and actionable intelligence with real-time analysis and continuous insights for API discovery, attack prevention, and shift-left practices. Deployed quickly and seamlessly integrated within existing systems, the Salt Security platform gives customers immediate value and protection, so they can innovate with confidence and accelerate their digital transformation initiatives. By delivering context-based insights across the entire API lifecycle, Salt enables users to detect the reconnaissance activity of bad actors and block them before they can reach their objective. Through its unique API Context Engine (ACE) architecture, the Salt platform provides design analysis in pre-production, discovers all APIs, pinpoints and stops API attackers, and provides remediation insights. With a total funding of $271 million, Salt Security has a valuation of $1.4 billion. Its latest $140 Series D round, led by CapitalG, Alphabet's independent growth fund, included participation from all existing investors, including Sequoia Capital, Y Combinator, Tenaya Capital, S Capital VC, Advent International, Alkeon Capital, and DFJ Growth. Salt Security holds the only granted patent for using AI to identify and prevent API attacks and is the only solution that automatically and continuously discovers all APIs. This approach enables a complete and up-to-date inventory of all APIs. The Salt API security platform leads the market with the simplest, most comprehensive, and most effective API security offering.

Benefits

Enjoy benefits of a startup environment
Quickly see results of your work
Make an outsized impact on the company
Solve diverse challenges

Values

Salt Security is dedicated to protecting APIs, fostering innovation with confidence, and accelerating digital transformation. Passionate about our work, we embrace team collaboration and new ideas. We value a startup environment where impacts are quickly seen, and diverse challenges are solved. Join us to make a significant difference.

HQ

Palo Alto

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