Customer Support Engineer, Armorblox

• Bachelor's degree in Computer Science or related fields
• 3+ years of work experience in a technical customer support or related fields
• Experience working closely with Engineering and Product teams to resolve bugs in production environments
• Working knowledge in one or more of the following languages - Go, Python, Bash
• Deep understanding of Linux based systems
• Ability to debug using scripts and other resources
• Communicate technical issues based on audience (engineering vs customer)
• Open to learn continuously and work both independently and in a team
• Willing to work in Pacific time Zone

Desirable

• Troubleshoot, analyze, and isolate defects reported by customers and communicate necessary fixes to engineering
• Deep understanding of how the product works and is used by customers
• Familiarity with the current and upcoming features
• Strong communicator and cool under pressure with competing customer support tickets
• Verify and identify root causes of customer reported tickets
• Ability to closely work with Engineering to stay updated on ticket status
• Continuously keep the customer and field team updated on open tickets and health metrics
• Act as a customer advocate by providing continuous feedback regarding internal support processes, product improvements and customer education