Technical Support Engineer (US1)

Since 2016 Wallarm has been on a mission to secure the internets critical infrastructure: APIs. Today we are the trusted choice for over 200 of the worlds most innovative companies from high-growth startups to Fortune 500 and Nasdaq leaders. Our unified platform provides full-lifecycle API security helping teams discover their attack surface protect against modern threats and respond to incidents in real-time. As a graduate of Y Combinator and fueled by a recent $55M Series C we are scaling our global remote-first team of 150 innovators to solve the next generation of security challenges.

Our product:

Wallarm API security solutions provide proven performance to support innovative companies serving millions of users and billions of API requests per month. Hundreds of Security and DevOps teams globally use Wallarm daily to:

1. Discover. See every asset across your entire attack surfacefrom cloud environments to every API endpoint with auto-discovery capabilities.

2. Protect. A single suite that goes beyond OWASP Top 10 for full coverage for API specific threats account takeover malicious bots L7 DDoS and more.

3. Respond. Streamline incident response with complete visibility smart triggers and active threat verification.

4. Test. Automate security testing of your APIs and web assets. Prioritize remediation for every asset in every environment.

In this role you will be responsible for:

Customer Support & Success

• Serve as the primary technical contact for customers partners and internal teams providing expert-level support and guidance.

• Lead troubleshooting sessions and conduct online training to ensure customers are successful with our products.

• Deliver proactive support to key clients building trusted relationships and ensuring they maximize their value from Wallarm.

• Manage communication during technical incidents providing clear updates to both customers and internal stakeholders.

Product Expertise & Improvement

• Act as the customers voice by systematically collecting feedback and translating it into clear feature requests for our product managers.

• Rigorously test our products to identify issues replicate customer problems and create detailed bug reports for the development team.

• Contribute to the evolution of our product line by providing real-world insights from customer interactions.

Implementation & Knowledge Management

• Manage the deployment and configuration of Wallarm solutions in diverse customer environments.

• Develop and maintain technical documentation including how-to guides and troubleshooting articles for our Knowledge Base.

• Own and maintain the support teams test environment to ensure effective problem replication.

Were looking for candidates with:

• 3 years of expertise in Customer Support and User Support positions

• Knowledge and practical skills in installing and configuring Linux operating systems CentOS Ubuntu and Debian at an advanced user level

• Ability to configure network settings and Linux OS routing

• Ability to work with system services and system logs of Linux OS

• Experience with Docker

• Understanding the main points of information security in the network and web applications

• Knowledge of Nginx and the HTTP protocol

• Knowledge of the seven-layer OSI model networking rules and routing principles

Will be a plus:

• Experience in technical support in a hosting company technical integrator or vendor

• Experience with Kubernetes and Ansible

• Scripting skills in Bash Perl or Python

• Experience with Cloud environment

• Cybersecurity knowledge

What we offer:

• Ability to work on a product that makes the Internet safer

• Completely remote work

• Shift hours: 08:00 EST till 16:00 EST Tuesday - Saturday

• Competitive salary

• Paid days off

• Medical insurance

• Working equipment