Remote job
Senior Solutions Support Engineer - US East
Job details
About this role
Role overview Provide advanced technical support to customers using a cloud security product. The role involves investigating complex issues across cloud, networking, operating system, and application environments, while working with internal teams to resolve incidents and improve the support operation. The position follows a 9 a.m.–6 p.m. Eastern schedule and includes an after-hours, holiday, and weekend on-call rotation.
Responsibilities - Take ownership of customer technical cases, investigate root causes, and communicate progress clearly. - Determine when issues need technical or strategic escalation and coordinate incident requests with product or engineering teams. - Advise on core product technologies and contribute deep technical expertise to case resolution. - Coach colleagues on case handling and technical skills. - Create and maintain support documentation and training materials. - Build scripts or other automations that help the support team handle work at scale.
Requirements - At least seven years of hands-on experience in technical or customer-facing support, system administration, or a related area. - At least three years working with cloud platforms and two years with Kubernetes environments. - Ability to read or debug code in at least one of Java, Python, shell, JavaScript, or JSON. - Proficiency with command-line tools and Linux environments. - Availability for the stated Eastern work schedule and on-call rotation. - Must meet the U.S. person definition under applicable export regulations and reside in the contiguous United States; visa sponsorship is not available.
Nice to have - Three or more years in Tier 2 or Tier 3 technical escalation support. - Two or more years of deep technical or architectural experience spanning security, networking, and cloud technologies.
Benefits and work setup - Full-time compensation includes base pay, bonus, equity, and benefits. The listed U.S. base salary range is $150,000–$205,000; individual pay depends on location and job-related factors.