Technical Support Engineer (Cloud)

TL;DR

Technical Support Engineer (Cloud): Resolves customer technical issues via phone, email, chat, or remote access and serves as liaison with internal stakeholders with an accent on cloud technologies including AWS, Azure, GCP, Kubernetes, and containers. Focus on end-to-end ownership of issues, root cause analysis, escalations, and creating knowledge base content for reuse.

Location: Remote (GBR / United Kingdom)

Company

Global leader in cybersecurity providing an AI-native platform to stop breaches and protect modern organizations across industries.

What you will do

• Serve as customer liaison with internal stakeholders to document and assess feedback.
• Resolve issues via telephone, email, chat, or remote access with recommendations and action plans.
• Take end-to-end ownership of troubleshooting, root cause identification, and resolution.
• Escalate cases to management or functional groups when needed and collect bugs for engineering.
• Create knowledge base content, lead technical communications, and share best practices.
• Act as subject matter expert on key product features and push process improvements.

Requirements

• Bachelor’s Degree or equivalent.
• 2+ years in customer support, technical support, system administration, or related customer-facing role.
• Technical expertise on Windows, Mac, or Linux platforms.
• Demonstrable skills in supporting and deploying cloud technologies (AWS, Azure, GCP) with certifications.
• Expertise in managing and troubleshooting Kubernetes & Containers.
• Expertise in Windows environment, including services, workstations, OS, and network issues.
• Excellent communication, analytical skills, and ability to work independently or in a team.

Nice to have

• Experience with Linux.
• Experience supporting and troubleshooting APIs.
• Experience with kernel-level security solutions.
• Experience supporting hybrid environments or security applications (AV, VPN, Firewall, proxy).
• Experience with Splunk.
• Relevant certifications (e.g., AWS Certified Developer, Google Cloud Certified).

Culture & Benefits

• Remote-first culture with flexibility and autonomy.
• Market-leading compensation and equity awards.
• Comprehensive physical and mental wellness programs.
• Competitive vacation, holidays, paid parental and adoption leaves.
• Professional development opportunities for all.
• Employee networks, volunteer opportunities, and vibrant office culture.