About the Role
This position supports customers by diagnosing technical challenges, implementing solutions, and guiding effective use of platform capabilities to meet security and operational goals.
Responsibilities
- Diagnose and resolve complex technical issues reported by enterprise clients
- Collaborate with customers to understand operational workflows and pain points
- Design and implement tailored configurations using platform tools
- Provide technical guidance during proof-of-concept and deployment phases
- Translate customer requirements into actionable technical solutions
- Support sales teams with product demonstrations and use case validation
- Document troubleshooting procedures and resolution patterns
- Escalate product defects to engineering with detailed reproduction steps
- Assist in onboarding new clients to ensure smooth adoption
- Deliver best practice recommendations for system integration
- Monitor case trends to identify broader product improvement opportunities
- Participate in post-incident reviews with customer engineering teams
- Maintain up-to-date knowledge of cloud infrastructure technologies
- Work across time zones to support global customer base
- Coordinate with product teams to communicate customer feedback
- Optimize query performance and data collection configurations
- Validate security monitoring rules in customer environments
- Guide customers through upgrade and migration processes
- Troubleshoot integration issues with third-party tools
- Assist in developing technical content for customer education
Nice to Have
- Experience with container security technologies
- Background in application performance monitoring
- Knowledge of compliance frameworks such as CIS or NIST
- Certifications in cloud or security domains
- Exposure to large-scale distributed systems
- Prior work in observability or threat detection platforms
Compensation
Competitive salary with performance incentives
Work Arrangement
Flexible remote with regional considerations
Team
Global customer-facing technical team focused on product adoption and problem resolution
What You’ll Do
- Engage directly with customers to resolve technical challenges and ensure successful implementation of platform features
- Act as a trusted advisor by recommending configurations that align with operational and security requirements
- Collaborate with internal teams to improve product responsiveness based on customer feedback
Who You Are
- A technically skilled engineer with a passion for solving complex problems in cloud environments
- Someone who thrives in customer interactions and enjoys translating technical capabilities into business value
- A self-starter who values clarity, precision, and continuous learning
Available for qualified candidates in select regions
