Veza Technologies, Inc.
SrTechnicalSupportEngineer
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“Sr Technical Support Engineer at Veza Technologies, Inc.. Skills: Technical support, Identity security, Cloud data. Provide end-to-end ownership of customer issues. Troubleshoot customer issues”
Industry & Context.
Troubleshooting; Identification of root cause; Issue resolution
Ability to participate in an on-call rotation
What They're Looking For.
Must Have
BAS degree or equivalent experience, 5+ years of customer support, technical support, or security engineer experience for an enterprise cloud based platform, Prior experience providing support to enterprise customers specifically in a start-up environment, An understanding of role based access control and least privileged access practices, Broad knowledge of, and experience in, fundamental information security concepts, working understanding of Identity Providers such as Okta and Azure, knowledge of RESTful APIs with the ability to understand and troubleshoot issues with cloud services, knowledge of identity and access management practices, Attention to detail, Ability to work independently with minimal supervision as part of a team, Ability to learn new technologies quickly, Ability to participate in an on-call rotation
Nice to Have
Security centric experience in administering cloud compute providers (AWS, GCP, Oracle Cloud), Experience with utilization of Python scripting in solving tangible customer issues
What You'll Do.
Provide end-to-end ownership of customer issues
Troubleshoot customer issues
Identify root cause of issues
Resolve customer issues
Manage escalation of product defects
Ensure prioritization of product defects
Take ownership of customer experience
Function as an advocate for customer
Create knowledge articles
Share knowledge internally
Share knowledge externally
Function as subject matter expert
Communicate with cross-functional teams
Partner with cross-functional teams
How You'll Work.
Team & Collaboration
Partner with Product Management; Partner with Engineering; Partner with Sales; Partner with R&D
Communication Scope
Effectively communicate
Full Job Description
About the Opportunity We’re hiring a Technical Support Engineer to assist in the next phase of our growth. You'll work alongside builders who have helped to shape the success of companies such as Google, Okta, AWS among others. The service we deliver is empathetic yet ambitious, direct, and comprehensive. You will be an early member of a global, distributed team that drives continuous improvement, in terms of efficiency of support processes and customer satisfaction. If you have an obsession for making customers successful in driving value out of their cloud data, you will have a lot in common with Veza! You Will: Provide nuanced technical and non-technical end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution. Manage the escalation of and ensuring prioritization of product defects into the engineering team Take ownership of the customer experience and functioning as an advocate and voice of the customer with product and engineering teams Create and share knowledge in both written and verbal forms both internally and externally Function as a subject matter expert within support for Veza products Effectively communicate and partner with cross-functional teams such as Product Management, Engineering, Sales, and R&D to drive good customer outcomes You Have: Education BA/BS degree or equivalent experience required Experience 5+ years of customer support, technical support, or security engineer experience for an enterprise cloud based platform Prior experience providing support to enterprise customers specifically in a start-up environment. An understanding of role based access control and least privileged access practices Broad knowledge of, and experience in, fundamental information security concepts. Strong working understanding of Identity Providers such as Okta and Azure Strong knowledge of RESTful APIs with the ability to understand and troubleshoot issues with cloud services Strong knowledge
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