Wallarm. API & App Security Integrated

Support Engineer

Since 2016, Wallarm has been on a mission to secure the internet's critical infrastructure: APIs.
Wallarm API security solutions provide proven performance to support innovative companies serving millions of users and billions of API requests per month.
In this role, you will be responsible for:
Customer Support & Success - Serve as the primary technical contact for customers, partners, and internal teams, providing expert-level support and guidance.
Lead troubleshooting sessions and conduct online training to ensure customers are successful with our products.
Deliver proactive support to key clients, building trusted relationships and ensuring they maximize their value from Wallarm.
Manage communication during technical incidents, providing clear updates to both customers and internal stakeholders.
Product Expertise & Improvement - Act as the customer's voice by systematically collecting feedback and translating it into clear feature requests for our product managers.
Rigorously test our products to identify issues, replicate customer problems, and create detailed bug reports for the development team.
Contribute to the evolution of our product line by providing real-world insights from customer interactions.
Implementation & Knowledge Management - Manage the deployment and configuration of Wallarm solutions in diverse customer environments.
Develop and maintain technical documentation, including how-to guides and troubleshooting articles for our Knowledge Base.
Own and maintain the support team's test environment to ensure effective problem replication.

Technical Support Engineer

Solutions Engineer

• Wallarm: unified API Security and WAAP (Next-Gen WAF) for multi-cloud and cloud-native environments
• Role: Solution Architect aligned with Customer Engineering, defining success and building a world-class Customer Engineering organization
• Customer Engineering bridges pre- and post-sales and works with Account Executives, Sales Engineers and Customer Success
• Partner with account executives and sales engineers to identify and qualify business opportunities and resolve technical blockers
• Own the technical relationship, manage product/solution briefings, proof-of-concept work, and coordinate technical resources
• Deliver demos and work hands-on with customers to demonstrate Wallarm’s value in customer/partner environments
• Manage end-to-end customer proof-of-values (POV) and ensure agreed success criteria are met
• Recommend API security best practices, application architectures, platforms and infrastructure to implement Wallarm solutions
• Collaborate with Product and Engineering to relay customer feedback and drive solution innovation
• Create technical documentation, implementation guides, and field enablement content
• Contribute to RFPs, technical questionnaires, and security reviews
• Train team members on technical aspects of the Wallarm product as needed
• Moderate travel required

Solutions Architect

Product Marketing

• Execute product marketing strategy for Wallarm's API security products
• Create compelling assets and content (datasheets, whitepapers, web pages, blog posts)
• Write press releases for new features and products
• Plan and manage product launches and launch plans
• Generate content to enable sales and ensure effective product positioning
• Research and deliver competitive assessments
• Create sales enablement training materials and deliver presentations to sales
• Engage with customers and prospects; interview customers and create case studies
• Support sales during the sales cycle through content and prospect calls
• Create content for newsletters, webinars, events, and conferences

Technical Support Engineer

Solutions Architect

Product Marketing Manager