Senior Technical Support Engineer - PlainID : Job Details

Description

PlainID is seeking a Senior Technical Support Engineer to join our growing team to meet the company's business needs. PlainID is a leading startup in Identity, Authorization & Security Management, looking for you to join and assist the Global Services team to provide excellent in-class support to our customers.

We work with multiple technologies, such as Containerized solutions (Docker, Kubernetes) & Cloud Architecture (AWS, GCP, Azure).

* Taking ownership of customer issues reported by customers and prioritizing them based on their urgency and importance.

* Researching, diagnosing, analyzing, troubleshooting, reproducing issues and identifying high-quality solutions to them

* Coordinating support case handling & resolution with the appropriate internal teams: Project Management, Sales, Professional Services, Product, R&D & QA

* Leveraging experience with Cloud technologies into the daily activities, acting as an internal advisor to the team

* Following standard procedures for proper escalation of high-priority or unresolved issues.

* Sharing knowledge and information, documenting best practices, Knowledge-base articles and How To's

* Performing some tasks with customers, such as installations, upgrade support

* Identifying common issues and providing internal feedback to enhance our products

Requirements

* At least 8 years of experience in technical support for software and cloud services

* Strong technical and analytical skills, especially in handling complex issues

* Proven experience in Linux environments

* Proven experience in databases and ability to manage and troubleshoot them, including strong SQL skills

* Great interpersonal skills and a team player

* An excellent problem-solver & out-of-the-box thinker

* Maintaining a proactive approach

* Positive attitude, ability to accept challenges and achieve goals

* Ability to work in a challenging and fast-paced environment

* Excellent written and oral communication skills

* English proficiency is a must

* Attention to details

* Participating in regular on-call shifts & willingness to be on-call on weekends or holidays if needed

* Understanding of REST APIs - advantage

* Experience with Containerized solutions and Cloud technologies - advantage

* Hands-on experience with scripting - advantage

* Experience in the Information Security field - advantage

* Previous DevOps role & Willing to work with customers directly while leveraging the professional experience - advantage

Salary range: $90,000-$110,000