Technical Support Specialist (East Coast US - Remote)

PennyJar Capital; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

A forward-thinking company is seeking a highly skilled Technical Support Engineer to enhance customer satisfaction through exceptional troubleshooting and strategic solutions. In this role, you'll leverage your cloud expertise to build strong customer relationships, document solutions, and escalate critical issues effectively. This position offers an exciting opportunity to work with cutting-edge cloud security technologies and contribute to a dynamic team environment. If you're passionate about technology and eager to make a meaningful impact, this role is perfect for you.

Qualifications

• 1-3 years of experience in Technical Support or similar roles.
• Fluency in English, both written and spoken.

Responsibilities

• Provide timely support via Slack, chat, or email to resolve customer issues.
• Create and update support documentation while logging all interactions.

Skills

Technical Support

MySQL

Cloud Technologies

Docker

Networking

Kubernetes

Cybersecurity

Communication

Education

Bachelor's degree in Engineering

Bachelor's degree in Cyber Security

Job description

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.

Requirements

• 1-3 years of experience in a similar roles (Technical Support / Technical Engineer / Escalation Engineer).
• Fluency in English (both written and spoken).
• Experience in MySQL
• Bachelor's degree in Engineering / Cyber Security, or an equivalent qualification
• Experience with cloud technologies, containerization (Docker), networking, and Kubernetes.
• Experience in cybersecurity, with an emphasis on cloud environments.
• Ability to adapt and learn, working effectively both solo and within a team setting.