Senior Technical Support Engineer - #242638
Date: 05/04/2021 22:00 PM
City: Palo Alto, California
Contract type: Full Time
Work schedule: Full Day
BluBracket is securing our economy’s most valuable asset—source code. Amazingly, code is one of the least protected yet most valuable resources. We are the first company to deliver an end-to-end comprehensive code security solution for both developers and across enterprises. We’ve been named one of the top 25 companies in the white-hot DevSecOps space and were named a finalist for the prestigious Innovation Sandbox prize at RSA this year. We are an early-stage company with amazing investors who are big believers in product-led growth.
BluBracket is looking for a Technical Support Engineer with a foundation in software development in a Cloud Environment.
Take ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution or escalation.
Drill down one level deeper into the source code to troubleshoot and determine causes for production defects.
Set up environments such as Splunk, Jira, Slack, Microsoft Teams, PagerDuty and GitHub Enterprise to reproduce production issues in a sandbox environment
Work with Engineers to design and build supportability features directly into the product to improve troubleshooting capabilities.
Identify and escalate priority issues that need immediate attention.
Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.
Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
Create process or troubleshooting documentation in the support knowledge base.
Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers
Experience with AWS/Google Cloud Service Infrastructure deploying and working with Instances, Security, Storage, Docker and Kubernetes Workloads and troubleshooting in the cloud, (2-3 years working Experience)
Basic knowledge of the SDLC
Managing tickets in a ticket queue, with a major ticketing system (like Zendesk and Jira)
Ability to debug and develop code in Java, Python and/or Go
Experience with Git and GitHub
Experience with time management, caseload management, help desk management
Experience with incident response and troubleshooting
Experience with researching and developing solutions and improvements on an ongoing basis.
- We provide competitive medical, dental, vision, 401k and insurance benefits.
Note to Recruiters and Placement Agencies: BluBracket does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any BluBracket employee. BluBracket will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of BluBracket