Technical Support Engineer

Technical Support Engineer  (Tier 2 Level)

Salt Security is the original API Security vendor pioneering the market as the first vendor in 2018.  Since then we have exhibited hyper-growth in a number of customers, threats stopped, and revenue.  We saw API security as the security battleground of the future years ago as APIs started to form the foundation of the application innovation needed to drive business success today.  Across banks, retail and transportation, IoT, autonomous vehicles, and smart cities, every modern app depends on APIs. Attackers realize APIs are the conduits to all sorts of valuable data and services – within the year, APIs are predicted to be the number one application threat vector. Without secure APIs, businesses cannot rapidly innovate. Salt Security has delivered the only patented solution to discover all APIs and their exposed data, stop API attackers, and provide remediation details for dev teams to write more secure APIs.

At Salt, we’re passionate about what we do. We work as a team and embrace new ideas, wherever they come from. We also enjoy all the benefits of a startup environment, including quickly seeing the results of your work, making an outsized impact on our company, and solving diverse challenges.

Want to make a big difference? We encourage you to apply!

About the Role and You

This is a crucial role for Salt Security. We are looking for a high-energy individual who is passionate about solving critical security needs for our customers and delivering a top-notch customer experience. You are obsessed with ensuring that our customers derive maximum value from their investment with Salt. And you will only rest easy once your customers are successful. You are easy to work with, love to take on new challenges, and working cross-functionally is second-nature to you. This is a hands-on role and you are expected to learn the Salt Product and related technologies quickly. Your cybersecurity / cloud infrastructure / orchestration knowledge and experience will help cement your credentials and allow you to do exceedingly well with our customers. If you are someone who likes to dive deep and be at the front lines with technical support, you'll have a blast in this role.

Responsibilities: 

• Provide best-in-class technical support to customers via email, chat, and 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 product issues 
• 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 technical 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 

Qualifications: 

• Based on US East, standard work days are Monday-Friday with on-call rotation covering weekends and after hours 
• 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   
• Knowledge of AWS/Azure/GCP, K8s, 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