Technical Support Specialist
Upwind Security
full-time
Posted on:
Location: California • 🇺🇸 United States
Visit company websiteJob Level
Junior
Tech Stack
CloudCyber SecurityDockerGrafanaKubernetesLinuxMySQL
About the role
- 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
- Lead troubleshooting of complex technical issues, ensure customer satisfaction, document solutions, and escalate critical cases
Requirements
- 1–3 years of experience in similar roles such as Technical Support, Technical Account Manager, or Escalation Engineer (not internal IT support roles)
- Fluency in English (both written and spoken)
- Experience in MySQL
- Bachelor's degree in Engineering / Cyber Security, or an equivalent qualification
- Experience with Cloud technologies, Containerization (Docker), networking, Linux and Kubernetes
- Experience with OpenSearch, Grafana, and various analysis tools for troubleshooting
- Experience in cybersecurity, with an emphasis on cloud environments
- Ability to adapt and learn, working effectively both solo and within a team setting