Senior Technical Support Engineer
3 days ago
Description :Are you technically savvy, have a great personality, enjoy coding, and value teaching others how to fish? If so, Swimlane is seeking a Senior Technical Support Engineer to provide enterprise-level support to our customers and partners. This is a dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, integrate with engineering on various product issues, implement bug fixes, and contribute to projects related to customer tools, knowledge management, and expanding use cases for the Swimlane platform.Responsibilities :- Be a player-coach to lead and mentor a team of smart and intuitive technical support engineers.- Work directly with customers and partners to provide enterprise-level customer support.- Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments.- Develop or expand tools to help troubleshoot issues that help improve customer experience.- Implement bug fixes that significantly impact customers and/or the Support Team, while incorporating Engineering's development process (e. g., unit tests, pull requests, code reviews, QA, etc. ).- Reproduce customer issues and, if necessary, file bug reports, escalate cases to Engineering, and provide any necessary documentation.- Gain a deep understanding of the Swimlane product.- Conduct periodic on-call duties.Requirements :- 3- 7 years of experience in a Technical Support, Security Operations, Incident Response, Development, DevOps, or Sales Engineer capacity.- Appropriately handling all customer issues, including troubleshooting and providing feedback to the customer.- Comfortable developing in a programming language of your choice (i. e., C#, Python, Java, Ruby on Rails, etc. )- Experience working with RESTful APIs.- Comfortable troubleshooting Python and JavaScript.- Comfortable working with the Linux command line.- Use logical approaches to problem-solving and troubleshooting.- Proactive insight and highly organised.- Incredibly sound verbal and written communication skills, and relationship-building capabilities.- Excellent time management skills with the ability to prioritise and organise issues effectively.- Passionate about technology with a strong desire to work in a fast-paced environment.- Works well as part of a team and contributes to continuous improvement.- Basic familiarity with Docker and Kubernetes (K8S).- Basic familiarity with MongoDB, Shell Scripting, and Regex.- Experience with enterprise cybersecurity tools (SIEM, EDR, Threat Intel, Proxy, etc. ) (ref:hirist.tech)
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