Upwind Security
Technical Support Specialist (US- West Coast))
Upwind Security, San Francisco, California, United States, 94199
Technical Support Specialist (US- West Coast)
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.
Overview Upwind is a next-generation Cloud Security Platform that leverages runtime context to identify and prioritize critical risks, providing precise insights and efficient cloud security management. With industry-leading efficiency and eBPF-powered sensors, Upwind delivers agentless cloud posture discovery, real-time threat protection, and integrated API security for end-to-end, cost-effective cloud infrastructure protection.
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 similar roles such as Technical Support, Technical Account Manager, or Escalation Engineer (not internal IT support roles) - Must
Fluency in English (both written and spoken).
Experience in MySQL - Must
Bachelor's degree in Engineering / Cyber Security, or an equivalent qualification
Experience with Cloud technologies, Containerization (Docker), networking, Linux and Kubernetes - Must
Experience with OpenSearch, Grafana, and various analysis tools for troubleshooting - Must
Experience in cybersecurity, with an emphasis on cloud environments.
Ability to adapt and learn, working effectively both solo and within a team setting.
Location: San Francisco, CA (if applicable per posting)
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Overview Upwind is a next-generation Cloud Security Platform that leverages runtime context to identify and prioritize critical risks, providing precise insights and efficient cloud security management. With industry-leading efficiency and eBPF-powered sensors, Upwind delivers agentless cloud posture discovery, real-time threat protection, and integrated API security for end-to-end, cost-effective cloud infrastructure protection.
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 similar roles such as Technical Support, Technical Account Manager, or Escalation Engineer (not internal IT support roles) - Must
Fluency in English (both written and spoken).
Experience in MySQL - Must
Bachelor's degree in Engineering / Cyber Security, or an equivalent qualification
Experience with Cloud technologies, Containerization (Docker), networking, Linux and Kubernetes - Must
Experience with OpenSearch, Grafana, and various analysis tools for troubleshooting - Must
Experience in cybersecurity, with an emphasis on cloud environments.
Ability to adapt and learn, working effectively both solo and within a team setting.
Location: San Francisco, CA (if applicable per posting)
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