Security Support Engineer for API & Cloud

Salt Security; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

Salt Security is seeking a high-energy technical support professional to help customers maximize value from Salt's API and security stack. You will resolve deployment issues, interpret Salt Dashboard alerts, and work with product teams to improve documentation and customer outcomes.

The role requires hands-on experience with cloud platforms and container technologies, strong customer-service skills, and a willingness to work an on-call schedule including nights and weekends.

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 skills and communications skills with a "customer first" attitude.
• Experience in working with help-request tracking and reporting tools (ticketing system).
• An understanding of HTTP protocol details, Postman, etc.
• Some experience in AWS/Azure/GCP, K8, Docker, or other containerization technologies.
• An understanding in network security, API ecosystems, AppSec, WAF, WAAP, RASP, or similar security products.
• Plus points for certifications in any of the above.
• Experience with collaborating with software developers in the creation of programs for their organization.
• Hands-on technical experience for support/operations and related skills like: Evaluating, troubleshooting, debugging, and identifying the root cause in a timely manner.
• Flexibility to work an on-call rotating schedule that requires night and weekend availability.

Responsibilities

• Provide best-in-class technical support to customers via email, via chat, and, sometimes, via virtual meetings.
• Work directly with customers to assist in managing and addressing Salt deployment issues and understanding Salt Dashboard alerts and notifications.
• Provide problem management, troubleshooting, root cause analysis, and internal escalation management to resolve customer problems efficiently.
• Uncover the most critical places where better documentation would ease the customer experience. Identify these topics and create, and update customer support articles/documentation as they evolve.
• Guide our customers after technical implementation and ensure they continue to receive progressively high value from Salt. Be customers' trusted partner in securing their APIs.
• Use troubleshooting skills to perform lab replications, research more difficult problems, test engineering-provided fixes to ensure the solution resolves the customer's problem.
• Be able to provide detailed customer-centric feedback and work with Product and R&D on issues and feature escalations and prioritization.
• Ability to manage a high work volume with time-bound constraints and prioritize/communicate with internal team members about changing priorities.

Skills

Customer service

Communication

Tech support

On-call rotation

HTTP

Ticketing systems

Cloud platforms

Kubernetes

Docker

Security concepts

Tools

Postman

AWS

Azure

GCP

Kubernetes

Docker

Job description

Salt Security is seeking a high-energy technical support professional to help customers maximize value from Salt's API and security stack. You will resolve deployment issues, interpret Salt Dashboard alerts, and work with product teams to improve documentation and customer outcomes.

The role requires hands-on experience with cloud platforms and container technologies, strong customer-service skills, and a willingness to work an on-call schedule including nights and weekends.