Customer Support Engineer

Summary

Join StrongDM's Customer Engineering team as a curious technologist and determined troubleshooter, assisting customers in maintaining and expanding their StrongDM environment. Championed by executive leadership, you'll receive the resources needed to solve complex issues. Work a standard ET shift with weekend on-call rotation, balancing ticket resolution with learning, development, and collaboration. The team is collaborative and thrives on new challenges. You will track and address customer issues, communicate regularly with customers, provide guidance on DevOps concepts, learn and deploy new technologies, and author customer documentation and blog posts. StrongDM offers a competitive salary and benefits package.

Requirements

• Experience with Linux OS and networking troubleshooting
• Familiarity with databases (i.e. MSSQL, Oracle) Windows, Active Directory, Kerberos and PowerShell
• Experience with troubleshooting techniques and providing solutions to customer issues on a Tier 2 or Tier 3 support level
• Familiarity with Security or Infrastructure tooling and processes (Splunk, Crowdstrike, EDRs, cloud-native security tools)
• Prior experience working remotely with a largely US-based or completely distributed team
• Experience interacting with clients and customers
• Confident voice in technical writing and strong written and verbal English language skills
• Lives in or willing to work in GMT +2 Timezone shift

Responsibilities

• Track and address customer issues through the entire support lifecycle, from logging to reproduction to resolution
• Communicate regularly with customers via written updates and live screen share sessions
• Provide guidance on DevOps concepts, including infrastructure architecture across cloud and on-premise environments, IT operations, security, and development technologies and processes
• Learn and deploy new technologies as part of prototyping and reproducing reported issues
• Author and update customer documentation, internal onboarding documents, and customer-centric blog posts

Preferred Qualifications

• Experience or familiarity with the following cloud providers: Azure, AWS and GCP preferred
• Ideally, experience or familiarity with, Terraform and Ansible
• Familiarity with containerization frameworks such as Kubernetes

Benefits

• PLN 10,000-20,000 per month, paid bi-monthly
• 10,000 zł - 20,000 zł a month