Senior Software Support Engineer, Cybersecurity SaaS

Summary

Join us as we transform cyber security, user privacy, and machine learning online! We are seeking a Senior Software Support Engineer with Linux expertise to support our Customer Support team.

Requirements

• Several years of experience as a Support Engineer for advanced Software Products / Platforms
• Web Architecture proficiency (web protocols and technologies: IP Networking, CDN, HTTP/S, DOM, HTML, JS)
• Web Development experience with web pages development background is a substantial plus
• SQL knowledge is a substantial plus for interacting with our technology stack
• Working knowledge and hands-on experience with Python, JavaScript programming languages is a great plus
• Knowledge of mobile solutions based on Android/iOS SDK is a plus
• Strong analytical thinking and eager to learn new technologies
• Prior experience with ticket management platforms automation / playbooks / scripting is a great plus
• A self-starter with an organized and methodical approach to problem solving through attention to detail
• A fast learner with an inherent ability to understand complex technology solutions
• Bachelor’s or Master's degree in Computer Science or equivalent is a plus
• Full working proficiency in English is essential

Responsibilities

• Perform an initial triage of the reported issue and carry out the investigation and restoration
• Escalate issues to higher levels of Support - Engineering and Security as necessary
• Take responsibility for restoring advanced issues related to our Enterprise Cybersecurity services offering
• Communicate incident management progress affecting our customers effectively
• Being ambassador for Customer Support function and maintain key relationships with stakeholders
• Coordinate the recovery of services during outages or disruptions by leading cross-functional global technology teams
• Act as the single point of contact to key senior stakeholders including business and technology leadership
• Play an integral part in developing our enterprise-wide Service Assurance capabilities
• Ensure meeting our excellence goals on a constant basis and identify continual process improvements opportunities
• Enhance internal documentation, processes and automation to take our Operations to the next level
• Guide and Support our Tier 1 Customer Support Team with the process and assist them whenever needed

Benefits

• Fully remote position with flexible working hours
• An inspiring team of colleagues spread all over the world
• Pleasant, modern development and deployment workflows: ship early, ship often
• High impact: lots of users, happy customers, high growth, and cutting edge R&D
• Flat organization, direct interaction with customer teams
• We celebrate diversity and are committed to creating an inclusive environment for all members of our team