Technical Support Engineer (1)

Salt Security; West (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Salt Security is seeking a high-energy technical support specialist in the United States to ensure customers derive maximum value from Salt’s platform. You will provide best-in-class support via email, chat, and meetings, troubleshoot deployment issues, and guide customers toward high-value outcomes.

You will document solutions, collaborate with Product and R&D on escalations, and balance a high-volume workload with on-call rotations, 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 a customer-first attitude
• Experience with help-request tracking and reporting tools (ticketing system)
• Understanding of HTTP protocol details and Postman
• Experience with AWS/Azure/GCP, Kubernetes, Docker, or other containerization technologies
• Understanding of network security and API ecosystems (AppSec, WAF, WAAP, RASP)
• Certifications in above areas are a plus
• Collaborating with software developers to support the organization
• Hands-on troubleshooting, root cause analysis, and timely resolution
• Willingness to work on-call rotating schedule including night/weekends

Responsibilities

• Provide best-in-class technical support to customers via email, chat, and meetings
• Help customers manage Salt deployments and interpret Dashboard alerts
• Troubleshoot and perform root-cause analysis with escalation as needed
• Create and update customer-facing documentation and articles
• Guide customers post-implementation to maximize value from Salt
• Lab reproduce issues, research difficult problems, test fixes
• Provide customer-centric feedback to Product/R&D on issues and feature escalations
• Manage high work volume with prioritization and clear communication

Skills

Customer-first attitude

Communication skills

On-call readiness

Team collaboration

Tools

Postman

Ticketing system

AWS

Docker

Kubernetes

Job description

About Salt Security

Salt Security is the leader in agentic and API security, protecting the world’s most innovative enterprises from AI agent and API attacks. Agentic security is the practice of discovering and governing the relationships between LLMs, MCP servers, and the APIs that let AI agents take action. The Salt Security Agentic Security Platform secures the full agentic ecosystem, discovering all agents, MCP connections, and APIs, stopping attacks in real time, and eliminating vulnerabilities before they reach production. Salt Security was founded in 2016 and is backed by Sequoia Capital, S Capital, Tenaya Capital, Salesforce Ventures, Advent International, and other leading investors. For more information, visit salt.security.

At Salt, we’re passionate about what we do. We work as a team and embrace new ideas, wherever they come from. We also enjoy all the benefits of a startup environment, including quickly seeing the results of your work, making an outsized impact on our company, and solving diverse challenges.

About the Role and You

This is a crucial role for Salt Security. We are looking for a high-energy individual who is passionate about solving critical security needs for our customers and delivering a top-notch customer experience. You are obsessed with ensuring that our customers derive maximum value from their investment with Salt. And you will only rest easy once your customers are successful. You are easy to work with, love to take on new challenges, and working cross-functionally is second-nature to you. This is a hands-on role and you are expected to learn the Salt Product and related technologies quickly. Your cybersecurity / cloud infrastructure / orchestration knowledge and experience will help cement your credentials and allow you to do exceedingly well with our customers. If you are someone who likes to dive deep and be at the front lines with customer support, you’ll have a blast in this role.

Responsibilities

• Provide best-in-class technical support to customers via email, via chat, and, sometimes, via virtual meetings. We trust you’ll bring an empathetic, listening-oriented, outside-in perspective to your engagement with customers
• 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

Qualifications

• Have the ability to work on rotation
• 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