Responsibilities
- Deliver high-level technical support to enterprise clients through phone, email, chat, and remote access, resolving issues in cloud, networking, and infrastructure environments.
- Analyze and resolve technical problems reported by customers, conduct root cause investigations, and implement measures to prevent future incidents and maintain service reliability.
- Work closely with engineering, product, and sales teams to escalate and solve complex technical issues, while recording resolutions for internal knowledge sharing.
- Support the setup and enhancement of customer systems, providing expertise on infrastructure as code (IaC) and containerized application best practices.
- Track and respond to support requests promptly, adhering to service level agreements and helping improve support workflows.
- Guide less experienced team members and help develop training materials to promote technical growth and knowledge exchange.
- Keep current with evolving technologies and industry developments to improve support effectiveness and customer outcomes.
Compensation
We offer a base salary range of $102,465 - $126,500 per year, depending on location, experience, and qualifications. All full-time employees receive stock options as part of their total compensation. Our pay structure emphasizes fairness, transparency, and market competitiveness.
Work Arrangement
Fully remote with up to 5% travel required.
Team
Collaborative, innovative, and inclusive environment focused on technical excellence and customer success.
Compensation and Values
- We believe our people are our most important asset, and our compensation model reflects this principle. We aim to create a workplace where every employee feels respected, valued, and fairly rewarded. Our pay practices are designed to be equitable, competitive, and transparent across roles, levels, and locations.
- As required by state transparency laws, we disclose the following salary details for this role:
- - Base salary range: $102,465 - $126,500 annually. Final salary will vary based on candidate location, skills, and experience.
- - Additional compensation: Full-time employees receive stock options as part of their equity package.
You Belong Here
- We are more than an equal opportunity employer—we are a community committed to diversity, equity, and inclusion as core to our culture and success. We strive to create a workplace where everyone feels respected and included, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, genetic information, marital status, or other protected characteristics.
- We actively seek to build a workforce that reflects the communities we serve, believing that diverse perspectives fuel innovation and strengthen our cybersecurity solutions.
- Every employee is supported in an environment that promotes personal and professional growth. We welcome applicants from all backgrounds and encourage all qualified individuals to apply.
Other Duties
This job description does not include a complete list of duties, responsibilities, or requirements. These may change at any time, with or without notice.
Application Note
You may remove or redact age-related details such as date of birth, age, or school dates from your application materials. You will not be penalized for doing so.
Other
- Must currently hold or have held a security clearance, or be eligible to obtain a US Government Top Secret Clearance.
- Travel Required: Up to 5% travel may be necessary for job success, despite the fully remote nature of the role.
