DevSecOps Support Engineer

Aqua Security Software Ltd.; Philadelphia (Philadelphia County); Remote; USD 80,000 - 110,000; Full time

Job summary

Aqua Security, a pioneer in securing cloud native applications, seeks a Technical Support Engineer to provide post-sales support for enterprise customers. This role involves troubleshooting, managing escalations, and collaborating with the product team to enhance solutions. Ideal candidates will have a proven technical background and a passion for customer service, with the opportunity to thrive in a dynamic, remote environment with great company culture and benefits.

Benefits

International travel

Paid volunteer time-off

Great company culture

Qualifications

• 5+ years in customer support or a customer-facing technical role.
• Experience with Docker, Kubernetes, and cloud services (AWS, Azure, GCP).
• Ability to write code and scripts is an advantage.

Responsibilities

• Provide exceptional customer support to global enterprise clients.
• Manage escalations and perform root cause analyses.
• Collaborate with R&D to resolve complex technical issues.

Skills

Cloud Security

Linux administration

Problem-solving

Database management

Communication

Education

Bachelor's degree in Computer Science

Tools

Datadog

Job description

Description

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.

• 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.

About the Team

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 (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
• 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 due to work with FedRAMP.

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.