Technical Support Specialist (US West Coast)

Upwind Security, Inc.; California; On-site; USD 60,000 - 90,000; Full time

Job summary

A leading cloud security company is seeking a Technical Support Specialist to provide exceptional customer support. The role involves troubleshooting complex technical issues, effectively using cloud technologies and MySQL to build customer relationships. Candidates should have a Bachelor's degree in Engineering or Cyber Security, with relevant experience in a technical support position. This role offers the opportunity to work creatively and impact growth. Join a cutting-edge team focused on efficient cloud security management.

Qualifications

• 1–3 years of experience in Technical Support or similar roles.
• Fluency in English (both written and spoken).
• Experience in MySQL and Cloud technologies.
• Experience with Containerization technologies like Docker.
• Knowledge of networking and Linux essential.

Responsibilities

• Provide accurate and timely support via Slack, chat, or email.
• Diagnose and resolve technical problems, escalating when needed.
• Build strong relationships with customers and educate them on product features.
• Create and update support documentation while logging interactions.
• Enhance skills through ongoing training to deliver top-tier support.

Skills

Technical troubleshooting

Customer communication

Cloud technologies

MySQL

Linux

Docker

Kubernetes

Education

Bachelor's degree in Engineering / Cyber Security

Tools

OpenSearch

Grafana

Job description

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We hold ourselves accountable, publicly owning mistakes and using them as stepping stones for growth. Integrity guides us to act in the best interests of the team, fostering a culture of trust, shared purpose, and mutual growth.## Technical Support Specialist (US West Coast)California (Remote) · Full-time#### About The PositionUpwind 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 similar roles such as Technical Support, Technical Account Manager, or Escalation Engineer (not internal IT support roles) - Must* Fluency in English (both written and spoken).* Experience in MySQL - Must* Bachelor's degree in Engineering / Cyber Security, or an equivalent qualification* Experience with Cloud technologies, Containerization (Docker), networking, Linux and Kubernetes - Must* Experience with OpenSearch, Grafana, and various analysis tools for troubleshooting - Must* Experience in cybersecurity, with an emphasis on cloud environments.* Ability to adapt and learn, working effectively both solo and within a team setting.