Technical Support Specialist

Upwind Security, Inc.; Belfast; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

Upwind Security, Inc. in Belfast is seeking a Technical Support Engineer to lead in troubleshooting technical issues and ensuring customer satisfaction. You will document solutions, provide strategic support, and build relationships with customers.

The role requires cloud expertise, excellent communication skills, and offers a hybrid working model with part-time remote work. Ideal for those looking to make a significant impact at a leading cloud security company.

Qualifications

• Proven experience as a Technical Support Engineer or similar role.
• Strong understanding of cloud security concepts.
• Excellent communication and interpersonal skills.

Responsibilities

• Provide accurate and timely support to troubleshoot customer issues.
• Diagnose technical problems and escalate when needed.
• Create and update support documentation and log interactions.
• Educate customers on product features.

Skills

Cloud expertise

Troubleshooting complex technical issues

Customer relationship management

Documentation skills

Job 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.

We operate on a hybrid working model, with three days per week in our impressive Custom House Square offices (Tuesdays, Wednesdays and Thursdays) and the remaining days working remotely.