Support Engineer
About The Position
At JFrog, we’re reinventing DevOps to help the world’s greatest companies innovate -- and we want you along for the ride. This is a special place with a unique combination of brilliance, spirit and just all-around great people. Here, if you’re willing to do more, your career can take off. And since software plays a central role in everyone’s lives, you’ll be part of an important mission. Thousands of customers, including the majority of the Fortune 100, trust JFrog to manage, accelerate, and secure their software delivery from code to production -- a concept we call “liquid software.” Wouldn't it be amazing if you could join us in our journey? As a Support Engineer in JFrog you will... Serve as technical resource Responsible for unprecedented, customer issues Provide analysis/resolution for multifaceted problems involving JFrog Platform/integration into sophisticated customer environments Write custom scripts (Bash, Python, Shell) to automate diagnostics, extract data Analyze log files, thread dumps, HTTP traffic, syslogs to solve issues/bottlenecks Use authentication mechanisms (LDAP, SAML, OAuth, SCIM/reverse proxies (Nginx), Apache products (HTTPD/Tomcat) Review C# code, debugging/detecting bugs/runtime issues Conduct in-depth analysis of customer logs, system performance data, environment configurations to identify root causes of elusive issues Replicate intricate customer architectures/usage patterns to diagnose/validate solutions for complex bugs/performance bottlenecks Collaborate with customers' senior technical teams to understand challenges Develop/disseminate troubleshooting methodologies Create internal documentation/best practice guides for complex scenarios Participate in knowledge-sharing sessions Identify trends in customer escalations to develop resources/training to address emerging challenges Participate in continuous improvement of products by collaborating with R&D for bug fixes Translate customers’ feedback to technical solutions to inform product enhancements Translate complex customer feedback/technical findings into actionable insights for product improvement/bug resolution Partner with field and success teams to provide consultation on strategic customer accounts
Requirements
- Bachelor’s degree or foreign equivalent in in Computer Science, Computer Engineering, or Information Systems plus 2 years experience.
- Experience to include writing custom scripts (Bash, Python, Shell) to automate diagnostics, extract data
- Analyzing log files, thread dumps, HTTP traffic, syslogs to solve issues/bottlenecks
- Using authentication mechanisms [LDAP, SAML, OAuth, SCIM/reverse proxies (Nginx), Apache products (HTTPD/Tomcat)]
- Reviewing C# code, debugging/detecting bugs/runtime issues
Responsibilities
- Serve as technical resource
- Responsible for unprecedented, customer issues
- Provide analysis/resolution for multifaceted problems involving JFrog Platform/integration into sophisticated customer environments
- Write custom scripts (Bash, Python, Shell) to automate diagnostics, extract data
- Analyze log files, thread dumps, HTTP traffic, syslogs to solve issues/bottlenecks
- Use authentication mechanisms (LDAP, SAML, OAuth, SCIM/reverse proxies (Nginx), Apache products (HTTPD/Tomcat)
- Review C# code, debugging/detecting bugs/runtime issues
- Conduct in-depth analysis of customer logs, system performance data, environment configurations to identify root causes of elusive issues
- Replicate intricate customer architectures/usage patterns to diagnose/validate solutions for complex bugs/performance bottlenecks
- Collaborate with customers' senior technical teams to understand challenges
- Develop/disseminate troubleshooting methodologies
- Create internal documentation/best practice guides for complex scenarios
- Participate in knowledge-sharing sessions
- Identify trends in customer escalations to develop resources/training to address emerging challenges
- Participate in continuous improvement of products by collaborating with R&D for bug fixes
- Translate customers’ feedback to technical solutions to inform product enhancements
- Translate complex customer feedback/technical findings into actionable insights for product improvement/bug resolution
- Partner with field and success teams to provide consultation on strategic customer accounts
Benefits
- This position also includes an equity package of restricted stock units (RSU).
- In addition, JFrog employees are eligible to participate in our Employee Stock Purchase Plan.
- JFrog provides employees comprehensive benefits including medical, dental, vision, retirement, wellness and much more!
- JFrog embraces hybrid work: 3 days in office / 2 days remote.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
