Technical Support Engineer (1)

Salt Security • West, TX

1d

About The Position

Salt Security is seeking a high-energy, hands-on Technical Support Engineer to help customers resolve security and deployment challenges and deliver an excellent customer experience. The role focuses on helping customers get maximum value from Salt, learning the product and related technologies quickly, and serving as a trusted partner in securing their APIs. The engineer works directly with customers and collaborates across internal teams, including Product and R&D, to investigate issues and escalate customer feedback.

Requirements

• Ability to work on a rotation, including an on-call rotating schedule requiring night and weekend availability.
• At least 1 year of technical support experience, preferably with an enterprise SaaS provider.
• At least 1 year of DevOps or Linux system administration experience.
• Strong customer service and communication skills, with a customer-first attitude.
• Experience with help-request tracking and reporting tools, such as a ticketing system.
• Understanding of HTTP protocol details and tools such as Postman.
• Some experience with AWS, Azure, or GCP; Kubernetes; Docker; or other containerization technologies.
• Understanding of network security, API ecosystems, AppSec, WAF, WAAP, RASP, or similar security products.
• Experience collaborating with software developers in creating programs for their organization.
• Hands-on support or operations experience, including evaluating, troubleshooting, debugging, and identifying root causes in a timely manner.

Nice To Haves

• Certifications in one or more of the listed technical or security areas.

Responsibilities

• Provide technical support to customers by email, chat, and sometimes virtual meetings.
• Help customers manage and resolve Salt deployment issues and understand Salt Dashboard alerts and notifications.
• Perform problem management, troubleshooting, root cause analysis, and internal escalation management.
• Identify documentation gaps and create or update customer support articles as products and processes evolve.
• Guide customers after technical implementation and help them continue to derive value from Salt.
• Replicate issues in a lab, research difficult problems, and test engineering-provided fixes.
• Provide customer-focused feedback and collaborate with Product and R&D on issues, feature escalations, and prioritization.
• Manage a high volume of work under time constraints and communicate changing priorities to internal team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed