Technical Support Engineer (US - Remote)

Description

Upwind is the runtime-powered CNAPP that leverages runtime data to secure our customers’ cloud infrastructure. Upwind’s holistic approach to cloud security helps organizations mitigate the risks that actually matter, identify the root causes of threats in minutes and respond with context and automation. Upwinders are spread across the globe in all departments and work together to protect the infrastructure of our customers - we’re a strong, emerging player in a massive and growing market, and it’s still early enough for you to make a significant impact. At Upwind, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our record growth.

We’re looking for a highly skilled Technical Support Engineer to lead the charge in troubleshooting complex technical issues, ensuring exceptional customer satisfaction, and providing strategic solutions. You’ll play a key role in documenting solutions, escalating critical cases, and leveraging your cloud expertise to deliver unparalleled support and build strong, lasting relationships with our customers.

Responsibilities

• Provide accurate and timely support via Slack, chat, or email to troubleshoot and resolve customer issues.
• Diagnose and resolve technical problems, escalating complex issues to R&D or Product when needed.
• Build strong relationships, educate customers on product features, and maintain a professional, supportive tone.
• Create and update support documentation while logging all interactions in the support system.
• Enhance skills through ongoing training to maintain technical excellence and deliver top-tier support.

Requirements

• 1-3 years of experience in a similar role (Technical Support / IT / SOC / Technical account manager/ Escalation Engineer)
• Fluency in English (both written and spoken).
• Bachelor's degree in Engineering / Cyber Security, or an equivalent qualification
• Experience with cloud technologies, containerization (Docker), networking, and Kubernetes.
• Experience in cybersecurity, with an emphasis on cloud environments.
• Ability to adapt and learn, working effectively both solo and within a team setting.