DevSecOps Support Engineer

Aqua Security; Chicago (IL); Remote; USD 54,000 - 80,000; Full time

Job summary

Aqua Security is seeking a DevSecOps Support Engineer to enhance customer implementations of their cutting-edge cloud security solutions. The role focuses on providing exceptional post-sales technical support, addressing critical client issues, and collaborating with product management to drive product improvements. Candidates should have strong experience in customer service, technical troubleshooting, and cloud technologies.

Benefits

Great company culture

International travel

Paid volunteer time-off

Qualifications

• 5+ years in customer support or similar tech roles required.
• Hands-on experience with Docker, Kubernetes, and cloud technologies necessary.
• Ability to write knowledge documentation and assist in complex troubleshooting.

Responsibilities

• Provide exceptional support to enterprise clients.
• Manage critical issue escalations from initiation to resolution.
• Collaborate with R&D for root cause analyses and troubleshooting.

Skills

Problem-solving

Communication

Customer Service

Technical troubleshooting

Cloud Security

Linux Administration

Education

Bachelor's degree in Computer Science or related field

Tools

Cloud Monitoring tools like Datadog

Docker

Kubernetes

SQL

Job description

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Founded in 2015, Aqua Security is the pioneer in securing containerized and cloud native applications. The Aqua Platform enables organizations to secure every cloud native application everywhere, from code commit to runtime. With enterprise scale that doesn’t slow development pipelines, Aqua helps customers secure their future in the cloud.

Aqua is looking for a consultative Technical Support Engineer to enable deployment and support of Aqua’s containerized security solution for prospects and existing enterprise customers. We bridge the gap between DevOps and security, promoting business agility and accelerating digital transformation. This role will focus on post-sales technical support: providing expert product advice to customers, reproducing issues with the product, and helping to ensure our customer implementations are successful. This is a remote opportunity based in the US.

• Provide exceptional support to our expanding global Enterprise client base.
• Lead and oversee critical escalations from initiation to resolution, managing both technical and managerial aspects.
• Perform extensive investigations, delving into source code alongside R&D for comprehensive root cause analyses.
• Serve as the primary troubleshooter for critical environment downtimes, swiftly delivering effective solutions to ensure seamless operations.
• Cultivate a robust partnership with Product Management, embodying the customer's perspective and driving improvements through valuable insights.
• Exhibit advanced proficiency in Cloud Security software, conducting thorough analyses of intricate technical issues.
• Guide the support team, offering expert insights to address complex issues and collaborating closely with R&D for problem-solving.
• Your hands-on approach will greatly contribute to product enhancement and proactive customer engagement.

Requirements:

• Bachelor's degree in Computer Science, Engineering, or related field; or equivalent work experience
• Minimum 5 years of experience in a customer support, or a customer-facing technical role supporting enterprise customers (e.g. Technical Support, Professional Services)
• Experience with delivering customer services, both frontline, second and third tier levels, preferably within a SaaS B2B vendor environment
• Proven experience (5 years) in advanced technical support or similar roles
• In-depth understanding of Docker and Kubernetes, with hands-on experience in various platforms (Kubernetes, AKS, EKS, GKE, etc)
• Strong proficiency in Linux administration and troubleshooting
• Familiarity with cloud technologies (AWS, Azure, GCP) and their services
• Expertise in database management, specifically SQL, and proficiency in database troubleshooting
• Must have experience writing knowledge docs, runbooks/playbooks, etc
• Ability to effectively use Cloud Monitoring tools like Datadog to monitor and enhance system performance
• Excellent problem-solving skills and the ability to work collaboratively in a fast-paced environment
• Strong communication and interpersonal skills, with a passion for providing exceptional customer service
• Detail-oriented with a commitment to delivering timely and high-quality solutions
• Experience with writing code and scripting is an advantage.
• Must be a US Citizen

If you’re ready for an exciting opportunity to dive into the hottest cybersecurity category, now is the perfect time to join Aqua! We are a global organization where every Aquarian can make a difference and make a big impact. Aqua also offers great company culture, amazing colleagues, international travel, paid volunteer time-off and lots more!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development

• Industries

  Computer and Network Security

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