Security SaaS Support Engineer — Elevate Customer Success

saltsecurity; United States; Sur place; USD 65 000 - 95 000; Plein temps

Résumé du poste

Salt Security is seeking a high-energy technical support professional to deliver an exceptional customer experience. You will help customers derive maximum value from Salt, learn the Salt Product quickly, and work cross-functionally with product and R&D.

You will handle deployment issues, respond to dashboard alerts, and contribute to documentation, ensuring ongoing customer success and satisfaction in a fast-paced environment.

Qualifications

• 1+ years of technical support experience preferably with an enterprise SaaS provider.
• 1+ years of DevOps or Linux Sys Admin experience.
• Strong customer service and communication skills with a customer-first attitude.
• Experience with help-request tracking systems and reports.
• Familiarity with HTTP, Postman, and basic cloud services (AWS/Azure/GCP).
• Ability to work on an on-call rotating schedule including nights and weekends.

Responsabilités

• Provide best-in-class technical support to customers via email, chat, and occasional virtual meetings.
• Work directly with customers to manage Salt deployment issues and understand Salt Dashboard alerts.
• Provide problem management, troubleshooting, root cause analysis, and escalation management.
• Identify documentation gaps and create/update customer support articles.
• Guide customers after technical implementation and ensure ongoing value from Salt.
• Perform lab reproductions, research complex problems, test fixes from engineering.
• Provide customer-centric feedback and collaborate with Product and R&D on issues and priorities.
• Manage high workload with on-call rotations and communicate priorities to the team.

Connaissances

Customer service

Communication

Troubleshooting

Time management

On-call readiness

Outils

Postman

Ticketing system

AWS basics

Docker

Description du poste

Salt Security is seeking a high-energy technical support professional to deliver an exceptional customer experience. You will help customers derive maximum value from Salt, learn the Salt Product quickly, and work cross-functionally with product and R&D.

You will handle deployment issues, respond to dashboard alerts, and contribute to documentation, ensuring ongoing customer success and satisfaction in a fast-paced environment.