Technical Support Specialist (East Coast US - Remote)

Upwind Security; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading cloud security company is seeking a mid-senior Technical Support Specialist to troubleshoot and resolve technical issues remotely for customers across the East Coast. The role requires cloud expertise and strong communication skills, offering the chance to make a meaningful impact within a fast-growing team in the cybersecurity sector.

Qualifications

• 1–3 years of experience in Technical Support, not internal IT support.
• Fluency in English (written and spoken).
• Cybersecurity experience, especially in cloud environments.

Responsibilities

• Provide support via Slack, chat, or email to troubleshoot and resolve customer issues.
• Create and update support documentation and log interactions in the support system.
• Build relationships and educate customers on product features.

Skills

Technical Support

Cloud technologies

Troubleshooting

MySQL

Docker

Linux

Kubernetes

Cybersecurity

Education

Bachelor's degree in Engineering

Bachelor's degree in Cyber Security

Tools

OpenSearch

Grafana

Job description

Technical Support Specialist (East Coast US - Remote)

Join to apply for the Technical Support Specialist (East Coast US - Remote) role at Upwind Security.

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 troubleshoot complex technical issues, ensure exceptional customer satisfaction, and provide strategic solutions. You’ll document solutions, escalate critical cases, and leverage your cloud expertise to support our customers and build strong relationships.

Responsibilities

• Provide 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 teams when needed.
• Build relationships, educate customers on product features, and maintain a professional tone.
• Create and update support documentation and log interactions in the support system.
• Maintain technical skills through ongoing training to deliver top-tier support.

Requirements

• 1–3 years of experience in Technical Support, Technical Account Management, or Escalation Engineering roles (not internal IT support).
• Fluency in English (written and spoken).
• Experience with MySQL.
• Bachelor's degree in Engineering, Cyber Security, or equivalent.
• Experience with Cloud technologies, Docker, networking, Linux, and Kubernetes.
• Experience with OpenSearch, Grafana, and troubleshooting analysis tools.
• Cybersecurity experience, especially in cloud environments.
• Ability to adapt and learn, working effectively solo and in teams.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industry: Computer and Network Security