Support Engineer

2 weeks ago

New York, United States Opal Services Full time

Doing business today requires trusting a rapidly expanding set of identities to access, use, and share privileged data in the cloud. This distributed web of data, relationships, and access points is difficult to track, let alone secure. To limit the risk of breach and blast radius, large organizations need to manage who has access to what, what they can do with that access, and when they can take action. That's where Opal Security comes in - our identity security platform enables scalable and efficient implementation of least-privilege access. Customers like Figma, ScaleAI, and Databricks say it is the best tool to administer a least privileged access model across all of their data - SaaS, Cloud, and on-prem.

As a Support Engineer, you'll be joining a go to market team with direct experience growing the business at companies like Auth0, Aqua, Sailpoint, Okta, and Laceworks. On the back of this experience and our success to date, we've raised over $32M from leading investors, including Greylock and Battery Ventures. Join us as we build the next-generation identity security platform.
Your responsibilities

  • Product Expertise: Develop a comprehensive understanding of Opal Security's identity platform. Stay current with product features, security protocols, and industry best practices.
  • Technical Support: Serve as the primary technical support contact, providing rapid, expert-level troubleshooting for enterprise customers. Commit to response times under 2 hours and effectively coordinate resolution across internal teams.
  • Proactive Problem Solving: Thrive in a collaborative environment that values innovative solutions. Demonstrate enthusiasm for anticipating, identifying, and resolving complex security and access management challenges through systematic and creative approaches.
  • Customer Enablement: Contribute to our public documentation, produce sample code, and engage in live troubleshooting with customers. .
  • Process Optimization: Identify and drive automation opportunities in customer support workflows. Lead change management initiatives to enhance operational efficiency and customer experience.
  • Customer Insights: Systematically collect and analyze customer feedback. Translate insights into actionable recommendations for product development and service improvements.
  • Technical Deep Dives: Utilize advanced data analysis techniques to assess customer usage patterns, predict potential issues, and provide strategic guidance on identity security optimization.
  • Cross-Functional Collaboration: Work seamlessly with technical account management, product, engineering, and sales teams to ensure holistic customer success and rapid issue resolution.
Our ideal candidate
  • Proven track record of excellent customer support in enterprise security environments
  • Strong communication skills with the ability to translate complex technical concepts
  • Demonstrated problem-solving skills and proactive approach to customer challenges
  • 3+ years of technical support experience in cybersecurity SaaS businesses
  • Experience in Identity and Access Management (IAM), cybersecurity, DevOps, and enterprise IT solutions
  • Proficiency in at least one programming language, such as Typescript, Go, or Python.
  • Hands-on experience with cloud security providers and infrastructure-as-code tools like Terraform and Kubernetes
Benefits & Perks
  • Competitive Salary
  • Daily lunch & coffee allowance
  • Unlimited PTO + 11 company holidays
  • Health, Dental, Vision insurance
  • One Medical Membership
  • 401k plan (no matching at this time)
  • Pre-Tax Commuter Benefits

This is a hybrid role based in New York City

Research shows that candidates from underrepresented backgrounds rarely apply unless they meet all the job criteria. We aren't looking for someone who ticks every single box on a page; we're looking for lifelong learners and people who can make us better with their unique experiences. If you think you'd be a great fit, then please get in touch to tell us about yourself. Opal is an Equal Employment Opportunity Employer.

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