Technical Support Specialist (Australia)

Upwind Security; City of Maroondah; On-site; AUD 70,000 - 100,000; Full time

Job summary

Upwind Security is seeking a highly skilled Technical Support Specialist to troubleshoot complex issues, ensure exceptional customer satisfaction, and deliver strategic solutions for cloud security products. You will document solutions, escalate critical cases, and build strong relationships with customers.

In this role you’ll work with MySQL, Docker, Kubernetes, OpenSearch, Grafana and OpenSearch-based tooling, leveraging your cloud expertise to provide proactive guidance and maintain high

Qualifications

• Bachelor's degree in Engineering or Cyber Security or equivalent.
• Experience in technical support in cybersecurity or cloud.
• Fluent English with strong written and spoken communication.

Responsibilities

• Provide accurate, timely technical support via Slack, chat, or email.
• Diagnose and resolve complex technical issues, escalating to R&D when needed.
• Educate customers on product features and maintain professional tone.
• Create and update support documentation and log interactions in the ticketing system.
• Pursue ongoing training to sustain technical excellence and top-tier support.

Skills

English proficiency

MySQL

Cloud technologies

Docker

Linux

Kubernetes

OpenSearch

Grafana

Cybersecurity (cloud)

Education

Bachelor's degree in Engineering / Cyber Security

Tools

Docker

Kubernetes

MySQL

OpenSearch

Grafana

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 Specialist 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, educator 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.