Senior Technical Support Engineer
About The Position
Veza is looking for an experienced technical support engineer to provide expert help to our growing customer base. This role requires 3 days in office in Redwood City. The role involves providing nuanced technical and non-technical direction to customers on their usage and deployment of the Veza platform and onboarding integrating technologies. It also includes managing the escalation and prioritization of product defects to the engineering team, leading the customer experience function as an advocate and voice of the customer with product and engineering teams, and creating and sharing knowledge in both written and verbal forms both internally and externally. The engineer will collaborate with cross-functional teams such as Product Management, Engineering, Sales, and R&D to drive good customer outcomes and will be responsible for daily case management and effective handling of a heavy case workload.
Requirements
- Experienced with 5+ years in customer support, technical support, or security engineer experience for an enterprise cloud based platform
- Knowledgeable of RBAC (role based access control) and least privileged access practices
- Working knowledge of computer Networking and troubleshooting in a Linux/Unix environment.
- Knowledgeable of RESTful APIs with the ability to understand and troubleshoot issues with cloud services
- Aware of identity and access management practices
- Detail oriented and able to balance multiple priorities
- Able to work independently with minimal supervision as part of a team.
Nice To Haves
- Security centric experience in administering cloud compute providers (AWS, GCP, Oracle Cloud,Snowflake, Okta, Azure)
- Experience with utilization of Python scripting in solving tangible customer issues
Responsibilities
- Provide nuanced technical and non-technical direction to customers on their usage and deployment of the Veza platform and onboarding integrating technologies
- Manage the escalation and prioritization of product defects to the engineering team
- Lead the customer experience function 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
- Collaborate with cross-functional teams such as Product Management, Engineering, Sales, and R&D to drive good customer outcomes
- Daily case management and case handling of heavy case workload effectively
Benefits
- health plans
- flexible spending accounts
- 401(k) Plan with company match
- ESPP
- matching donations
- flexible time away plan
- family leave programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
