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Technical Support Engineer

Lacework

Lacework

IT, Customer Service, (Engineering), (Prospecting), (Customer Service), (Support)
Belfast, UK
Posted on Tuesday, January 31, 2023
<div class="content-intro"> <div id="6032d9f1bf642" class="component page-object text"> <p>At Lacework, we strive to provide a supportive, collaborative environment where people are empowered to do the best work of their careers.</p> </div> <div id="602ee361e485f" class="component page-object text"> <p>Our team members enjoy solving complex problems, big sky thinking, and obsess over getting the details right. We love what we do and are proud of our work to secure clouds and container environments for thousands of users worldwide.</p> </div> </div><p> <span style="font-weight:400;">Lacework is looking for a Technical Support Engineer to provide technical leadership to both our customers and our wider Lacework organization. This person will be responsible for the triaging, debugging and solving issues that our customers encounter through the use of our platform. They will also be responsible for the technical customer relationship, becoming a trusted advisor and helping the customer achieve their goals, while advocating internally for their customers. This person is excited about joining a growing, high performing Cloud Security business and thrives in being part of a bold, fast paced, transparent and values-driven team. </span> </p> <p> <strong>Job Location</strong> <span style="font-weight:400;"> - Belfast, Northern Ireland, United Kingdom</span> </p> <p> <strong>Primary Responsibilities:</strong> </p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Provide in-depth technical support to Lacework customers</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Partner closely with our customer success, sales and engineering teams to provide a world class customer experience</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Act as a technical expert while providing customers with best practices to maximize usage of the Lacework Polygraph platform</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Identify bugs and gaps in the platform and work with engineering and product teams to resolve these issues</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Advocate for the customer and their needs within Lacework</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Handle and prioritize customer escalations to ensure a timely resolution while keeping the customer informed</span></li> <li style="font-weight:400;"> <span style="font-weight:400;">Create internal and external knowledge base articles to enable customers and drive faster issue resolution times</span><span style="font-weight:400;"><br></span> </li> <p><strong>Required Experience:</strong></p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Previous experience in an enterprise technical support team or similar customer facing role</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Strong written and verbal customer service communication skills</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Experience resolving complex customer issues and prioritizing escalations</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Experience with SaaS products and/or supporting SaaS based products</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Experience with at least one cloud platform: AWS, GCP, Azure</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Strong knowledge of Linux and/or Windows platforms with the ability to identify and resolve OS level issues</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Strong knowledge of networking topics</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Experience with reading/debugging at least one of the following languages: Java, Go, Python</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Experience reading/debugging SQL</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Experience with container and/or container orchestration technologies</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Desire to learn new technologies and challenges they are presented with</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Must be available to work some weekends/holidays</span></li> </ul> <p><strong>Nice to have:</strong></p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Experience with cloud based security</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Experience managing requests via a ticketing platform (Zendesk)</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Experience with DevOps best practices, (CI/CD, builds, deployments)</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Experience with IAC and automation technologies (terraform, chef, puppet, ansible, etc.)</span></li> <li style="font-weight:400;"><span style="font-weight:400;">AWS, Azure, GCP certifications</span></li> </ul> <p></p> <div class="content-conclusion"><p>Lacework is an Equal Opportunity Employer. It is the policy of Lacework to provide equal employment opportunity to all persons, regardless of age, race, religion, color, national origin, sex, political affiliations, marital status, non-disqualifying physical or mental disability, age, sexual orientation, membership, or non-membership in an employee organization, or on the basis of personal favoritism or other non-merit factors, except where otherwise provided by law</p></div> </ul>
Lacework is an equal opportunity employer.
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