Technical Support Specialist

Upwind; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

Upwind Security, Inc. is seeking a Technical Support Engineer in the United States to lead troubleshooting for complex issues and ensure exceptional customer satisfaction.

You will document solutions, escalate critical cases, and leverage cloud expertise to deliver strategic support and build lasting customer relationships. Responsibilities include providing accurate support via Slack, chat, or email; diagnosing and resolving technical problems; educating customers on product features; and

Responsibilities

• Provide accurate and timely support via Slack, chat, or email to troubleshoot and resolve customer issues.
• Diagnose and resolve technical problems, escalating complex issues to R&D or Product when needed.
• Build strong relationships, educate customers on product features, and maintain a professional, supportive tone.
• Create and update support documentation while logging all interactions in the support system.
• Enhance skills through ongoing training to maintain technical excellence and deliver top-tier support.

Job description

Upwind is a next-generation Cloud Security Platform that leverages runtime context to identify and prioritize critical risks, providing precise insights and efficient cloud security management. Unlike traditional tools, Upwind uses runtime data proactively for risk prioritization and posture insights, ensuring teams focus on what truly matters. With industry-leading efficiency and eBPF-powered sensors, Upwind delivers comprehensive capabilities, including agentless cloud posture discovery, real-time threat protection, and integrated API security. From misconfigurations to malware defense, Upwind ensures end-to-end, cost-effective cloud infrastructure protection. At Upwind, you’ll have the opportunity to think creatively, explore new ideas, and use your skills to make a meaningful impact on our growth.

We’re looking for a highly skilled Technical Support Engineer to lead the charge in troubleshooting complex technical issues, ensuring exceptional customer satisfaction, and providing strategic solutions. You’ll play a key role in documenting solutions, escalating critical cases, and leveraging your cloud expertise to deliver unparalleled support and build strong, lasting relationships with our customers.

Responsibilities

• Provide accurate and timely support via Slack, chat, or email to troubleshoot and resolve customer issues.
• Diagnose and resolve technical problems, escalating complex issues to R&D or Product when needed.
• Build strong relationships, educate customers on product features, and maintain a professional, supportive tone.
• Create and update support documentation while logging all interactions in the support system.
• Enhance skills through ongoing training to maintain technical excellence and deliver top-tier support.