About the Role
The position involves diagnosing and resolving technical issues reported by customers, primarily related to Linux environments and software integrations. The engineer will work closely with development and product teams to ensure timely resolutions and improve product stability.
Responsibilities
- Analyze and resolve customer-reported technical issues involving Linux platforms
- Reproduce reported software problems in test environments to validate behavior
- Collaborate with engineering teams to escalate and resolve critical bugs
- Document troubleshooting steps and solutions in the support knowledge base
- Provide timely updates to customers throughout the resolution process
- Assist with onboarding new customers to the platform
- Guide users through configuration and integration processes
- Monitor support ticket queue for response time adherence
- Identify patterns in customer issues to suggest product improvements
- Support deployment of software updates and patches
- Troubleshoot API connectivity and authentication problems
- Assist in verifying compatibility across different Linux distributions
- Respond to inquiries via email, phone, and support portal
- Work within defined service level agreements for issue resolution
- Participate in on-call rotation for urgent customer outages
- Contribute to product documentation updates based on user feedback
- Assist quality assurance with test case development
- Educate customers on best practices for system configuration
- Track and report metrics on support performance
- Coordinate with sales engineering during pre-sales technical evaluations
- Validate licensing and access issues reported by users
- Support secure handling of sensitive software artifacts
- Escalate complex malware analysis issues when required
- Maintain confidentiality of customer data and incidents
- Stay current with evolving product features and updates
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with partial remote flexibility
Team
Collaborative engineering team focused on software reliability and customer success
About Us
We are a technology company specializing in advanced software analysis and threat detection. Our platform helps organizations identify and mitigate risks in their software supply chains. The team values precision, innovation, and responsiveness in delivering solutions to complex technical challenges.
What We Offer
- Professional growth opportunities in a rapidly evolving field
- Access to cutting-edge tools and technologies
- Support for continuing education and certifications
- Health and wellness benefits package
- Flexible work hours within core collaboration times
- Inclusive culture that values diverse perspectives
- Opportunities to contribute to product direction through customer insights
Application Process
- Submit your resume and a brief cover letter explaining your interest
- Qualified candidates will be contacted for a technical phone screen
- Onsite or virtual interview with team members and managers
- Final review and offer stage for selected applicants
Available for qualified candidates
