Technical Support Engineer (Australia)

Upwind Security; City of Maroondah; On-site; AUD 70,000 - 90,000; Full time

Job summary

Upwind Security is seeking a technically skilled Technical Support Engineer to troubleshoot complex issues across cloud security platforms and deliver proactive customer support. You will document solutions, escalate critical cases to R&D or Product when needed, and build lasting relationships with customers.

You should have hands-on experience with MySQL, Docker, Kubernetes, OpenSearch, Grafana, and a solid understanding of cloud environments. Excellent English communication is essential.

Qualifications

• 1–3 years of experience in Technical Support, TAM, or Escalation Engineer roles.
• Fluency in English, written and spoken.
• Bachelor’s degree in Engineering or Cyber Security or equivalent.
• Experience with cloud technologies, containers, networking, and Kubernetes.
• Experience with OpenSearch, Grafana, and troubleshooting tools.
• Background in cybersecurity for cloud environments.
• Ability to learn quickly and work well solo or in a team.

Responsibilities

• Provide accurate and timely support via Slack, chat or email to troubleshoot and resolve customer issues.
• Diagnose and resolve technical problems, escalating complex issues to R&D or Product when needed.
• Build strong relationships, educate customers on product features, and maintain a professional tone.
• Create and update support documentation while logging interactions in the support system.
• Enhance skills through ongoing training to maintain technical excellence and deliver top-tier support.

Skills

English fluency

Adaptability

Team collaboration

Problem solving

Education

Bachelor's degree in Engineering or Cyber Security

Tools

MySQL

Docker

Kubernetes

OpenSearch

Grafana

Linux

Job description

Description

Upwind is a next-generation Cloud Security Platform that leverages runtime context to identify and prioritize critical risks, providing precise insights and efficient cloud security management. Unlike traditional tools, Upwind uses runtime data proactively for risk prioritization and posture insights, ensuring teams focus on what truly matters. With industry-leading efficiency and eBPF-powered sensors, Upwind delivers comprehensive capabilities, including agentless cloud posture discovery, real-time threat protection, and integrated API security. From misconfigurations to malware defense, Upwind ensures end-to-end, cost-effective cloud infrastructure protection. At Upwind, you’ll have the opportunity to think creatively, explore new ideas, and use your skills to make a meaningful impact on our growth.

We’re looking for a highly skilled Technical Support Engineer to lead the charge in troubleshooting complex technical issues, ensuring exceptional customer satisfaction, and providing strategic solutions. You’ll play a key role in documenting solutions, escalating critical cases, and leveraging your cloud expertise to deliver unparalleled support and build strong, lasting relationships with our customers.

Responsibilities

• Provide accurate and timely support via Slack, chat, or email to troubleshoot and resolve customer issues.
• Diagnose and resolve technical problems, escalating complex issues to R&D or Product when needed.
• Build strong relationships, educate customers on product features, and maintain a professional, supportive tone.
• Create and update support documentation while logging all interactions in the support system.
• Enhance skills through ongoing training to maintain technical excellence and deliver top-tier support.

Requirements

• 1–3 years of experience in similar roles such as Technical Support, Technical Account Manager, or Escalation Engineer (not internal IT support roles) - Must
• Fluency in English (both written and spoken).
• Experience in MySQL - Must
• Bachelor's degree in Engineering / Cyber Security, or an equivalent qualification
• Experience with Cloud technologies, Containerization (Docker), networking, Linux and Kubernetes - Must
• Experience with OpenSearch, Grafana, and various analysis tools for troubleshooting - Must
• Experience in cybersecurity, with an emphasis on cloud environments.
• Ability to adapt and learn, working effectively both solo and within a team setting.