Technical Support Engineer

Summary

Join Veza as a Technical Support Engineer and play a key role in our growth, reporting to the Head of Customer Support. Collaborate with experienced builders from companies like Google, Okta, and AWS. Provide empathetic, ambitious, direct, and comprehensive service as an early member of a global, distributed team focused on continuous improvement in support processes and customer satisfaction. You will be responsible for providing technical and non-technical support, managing escalations, advocating for customers, creating knowledge resources, and collaborating with cross-functional teams. This role requires a BA/BS degree or equivalent experience, 5+ years of relevant experience, and a strong understanding of identity and access management. The ideal candidate will also possess experience with cloud compute providers and Python scripting.

Requirements

• BA/BS degree or equivalent experience required
• 5+ years of customer support, technical support, or security engineer experience for an enterprise cloud based platform
• Prior experience providing support to enterprise customers specifically in a start-up environment
• An understanding of role based access control and least privileged access practices
• Broad knowledge of, and experience in, fundamental information security concepts
• Strong working understanding of Identity Providers such as Okta and Azure
• Strong knowledge of RESTful APIs with the ability to understand and troubleshoot issues with cloud services
• Strong knowledge of identity and access management practices
• Attention to detail while being able to balance multiple priorities
• Ability to work independently with minimal supervision as part of a team
• Ability to learn new technologies quickly
• Ability to participate in an on-call rotation

Responsibilities

• Provide nuanced technical and non-technical end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution
• Manage the escalation of and ensuring prioritization of product defects into the engineering team
• Take ownership of the customer experience and functioning as an advocate and voice of the customer with product and engineering teams
• Create and share knowledge in both written and verbal forms both internally and externally
• Function as a subject matter expert within support for Veza products
• Effectively communicate and partner with cross-functional teams such as Product Management, Engineering, Sales, and R&D to drive good customer outcomes

Preferred Qualifications

• Security centric experience in administering cloud compute providers (AWS, GCP, Oracle Cloud)
• Experience with utilization of Python scripting in solving tangible customer issues

Benefits

• Equity
• Competitive benefits package