技术支持专员
Technical Support Specialist
描述
Upwind 是下一代云安全平台，利用运行时上下文来识别和优先处理关键风险，提供精准的洞察和高效的云安全管理工作。与传统工具不同，Upwind 主动使用运行时数据进行风险优先级排序和姿态洞察，确保团队专注于真正重要的事情。凭借行业领先的效率和 eBPF 驱动的传感器，Upwind 提供全面的功能，包括无代理的云姿态发现、实时威胁保护和集成 API 安全性。从配置错误到恶意软件防护，Upwind 确保端到端、成本效益高的云基础设施保护。在 Upwind，你将有机会创造性地思考，探索新想法，并运用你的技能对我们的增长产生有意义的影响。
我们正在寻找一位技术能力出色的 Technical Support Engineer，带领团队解决复杂的技术问题，确保客户满意度，并提供战略解决方案。你将在记录解决方案、升级关键案例以及利用你的云专业知识提供无与伦比的支持方面发挥关键作用，并与客户建立牢固、持久的关系。
职责
- 通过 Slack、聊天或电子邮件提供准确及时的支持，以排查和解决客户问题。
- 诊断和解决技术问题，必要时将复杂问题升级至 R&D 或产品团队。
- 建立牢固的关系，教育客户了解产品功能，并保持专业、支持性的语气。
- 创建和更新支持文档，同时在支持系统中记录所有互动。
- 通过持续培训提升技能，保持技术卓越并提供顶级支持。
要求
- 1–3 年类似职位的经验，如技术支持、技术客户经理或升级工程师（非内部 IT 支持岗位） - 必须
- 英语流利（书面和口语）
- 具有 MySQL 经验 - 必须
- 工程/网络安全学士学位或同等资格
- 具有云技术、容器化（Docker）、网络、Linux 和 Kubernetes 经验 - 必须
- 具有 OpenSearch、Grafana 和各种分析工具用于故障排除的经验 - 必须
- 具有网络安全经验，重点在云环境。
- 能够适应和学习，在单独工作和团队合作中都能有效工作。
查看英文原文
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 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.
Originally posted on Himalayas