Technical Support Engineer

Summary

Join Wallarm, a global remote-first company protecting clients since 2014, as a technical support specialist. You will provide technical support to customers, partners, and employees, deploying and configuring Wallarm products. Responsibilities include troubleshooting, training, testing, collecting customer feedback, assisting with cloud operations, writing knowledge base articles, and proactive support for key clients. You will manage the test environment, participate in product development, and provide reports. The role requires advanced Linux system administration skills, networking knowledge, and understanding of information security. Wallarm offers a completely remote work environment with a competitive salary, paid time off, and medical insurance.

Requirements

• Knowledge and practical skills in installing and configuring Linux operating systems CentOS, Ubuntu, and Debian at an advanced user level
• Ability to configure network settings and Linux OS routing
• Ability to work with system services and system logs of Linux OS
• Understanding the main points of information security in the network and web applications
• Knowledge of Nginx and HTTP protocol
• Knowledge of the seven-layer OSI model, networking rules, routing principles

Responsibilities

• Providing technical support to customers, partners, and employees of Wallarm
• Deployment and configuration of Wallarm products
• Online calls with our customers for troubleshooting and training
• Testing Wallarm products, opening bug tickets for our developers
• Collecting feedback from our customers, opening feature requests for our product managers
• Assistance in the operation and management of the cloud part of Wallarm products
• Writing how-to and troubleshooting articles for the Wallarm Knowledge Base
• Proactive support for our biggest clients
• Management of the test environment
• Participation in the development of the company's product line
• Providing reports to management
• Incident communication both internal and external

Preferred Qualifications

• Experience in technical support in a hosting company, technical integrator, or vendor
• Scripting skills in Bash, Perl, Ruby, or Python
• Experience with Cloud environment
• Experience with Kubernetes, Ansible, and Docker
• Cybersecurity knowledge

Benefits

• Ability to work on a product that makes the Internet safer
• Completely remote work
• Shift hours: 02:00 - 10:00 EST (8 AM - 4 PM CET), Sunday - Thursday
• Competitive salary
• Paid days off
• Medical insurance
• Working equipment