Sr Technical Support Engineer

Veza; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Veza is hiring a Technical Support Engineer in Bengaluru, India. This role involves providing technical support to customers, troubleshooting issues, and collaborating with engineering teams. The ideal candidate has 5+ years of experience in customer support for cloud-based platforms, a BA/BS degree, and a strong understanding of security practices and APIs. A competitive salary and benefits package are offered, and opportunities to work with top industry experts are available.

Qualifications

• 5+ years of customer support or technical support experience for an enterprise cloud based platform.
• Strong working understanding of Identity Providers such as Okta and Azure.
• Broad knowledge of fundamental information security concepts.

Responsibilities

• Provide ownership of customer issues, including troubleshooting and resolution.
• Manage the escalation of product defects to engineering.
• Communicate effectively with cross-functional teams.

Skills

Customer support experience

Technical support experience

Identity Providers knowledge

RESTful APIs

Attention to detail

Ability to learn new technologies

Python scripting

Education

BA/BS degree or equivalent experience

Job description

About the Opportunity

We’re hiring a Technical Support Engineer to assist in the next phase of our growth. You'll work alongside builders who have helped to shape the success of companies such as Google, Okta, AWS among others. The service we deliver is empathetic yet ambitious, direct, and comprehensive. You will be an early member of a global, distributed team that drives continuous improvement, in terms of efficiency of support processes and customer satisfaction. If you have an obsession for making customers successful in driving value out of their cloud data, you will have a lot in common with Veza!

You Will:

• Provide nuanced technical and non-technical end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
• Manage the escalation of and ensuring prioritization of product defects into the engineering team
• Take ownership of the customer experience and functioning as an advocate and voice of the customer with product and engineering teams
• Create and share knowledge in both written and verbal forms both internally and externally
• Function as a subject matter expert within support for Veza products
• Effectively communicate and partner with cross-functional teams such as Product Management, Engineering, Sales, and R&D to drive good customer outcomes

You Have:

• Education
  • BA/BS degree or equivalent experience required
• Experience
  • 5+ years of customer support, technical support, or security engineer experience for an enterprise cloud based platform
  • Prior experience providing support to enterprise customers specifically in a start-up environment.
  • An understanding of role based access control and least privileged access practices
  • Broad knowledge of, and experience in, fundamental information security concepts.
  • Strong working understanding of Identity Providers such as Okta and Azure
  • Strong knowledge of RESTful APIs with the ability to understand and troubleshoot issues with cloud services
  • Strong knowledge of identity and access management practices
  • Attention to detail while being able to balance multiple priorities
  • Ability to work independently with minimal supervision as part of a team.
  • Ability to learn new technologies quickly.
  • Ability to participate in an on‑call rotation.
• Other/Nice to Have:
  • Security centric experience in administering cloud compute providers (AWS, GCP, Oracle Cloud)
  • Experience with utilization of Python scripting in solving tangible customer issues

Our Culture

• Ownership Mindset
• Act with Integrity
• Guardians of our Customers
• Opinionated Humility
• Build Trust, Earn Trust

Pay and Benefits

At Veza, your base pay is one part of your total compensation package. For this position, the reasonably expected pay range can be discussed with your recruiter for the level at which this job has been scoped. Your base pay will depend on several factors, including your experience, qualifications, education, location, and skills. In the event that you are considered for a different level, a higher or lower pay range would apply. This position is also eligible for equity and a competitive benefits package.

Equal Opportunity Employer

Veza is proud to be an equal opportunity employer. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. We also consider qualified applicants according to applicable federal, state, and local laws. If a candidate with a disability requires an accommodation during the recruitment process, please email [e-mail]