Designated Support Engineer

This organization operates in the cloud security industry, focusing on securing cloud and AI applications by integrating code, cloud environments, and runtime contexts into a unified platform. It addresses challenges in detecting, preventing, and responding to security threats across diverse environments using AI-powered threat intelligence. The program supports a significant portion of the Fortune 100, scanning and securing billions of files daily, and is recognized for its growth and impact in the cloud security market.

About the Role

The Designated Support Engineer serves as a dedicated technical partner to a select group of large, strategic customers. This role provides personalized, long-term technical support, driving system stability and accelerating issue resolution. It ensures customers maximize the value of the cloud security platform by delivering expert guidance tailored to their specific environments and business goals.

Responsibilities

• Act as the primary technical contact for a portfolio of strategic customers throughout their support lifecycle.
• Develop deep knowledge of each customer’s cloud architecture, security policies, and technology stack for contextual troubleshooting.
• Lead regular technical meetings to review cases, discuss changes, and prioritize issues.
• Monitor customer environments proactively to identify risks, configuration drift, or optimization opportunities.
• Create and maintain customer-specific runbooks and documentation.
• Facilitate root cause analysis for major incidents, maintaining transparency.
• Provide technical guidance to optimize customer workflows and reduce escalations.
• Develop AI agents to analyze customer data for performance risks and chronic issues.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent experience.
• Over 5 years in Enterprise Technical Support, Technical Account Management, or Solutions Engineering.
• Strong technical skills with cloud platforms (AWS, Azure, GCP) and Kubernetes.
• Experience troubleshooting complex issues in networking, APIs, and system administration.
• Ability to read and understand code in Python, Go, JSON.
• Excellent relationship management and organizational skills.
• Proactive mindset focused on long-term system health.
• Must meet U.S. person criteria under EAR and ITAR and reside in the contiguous United States.

Nice to Have

• Experience with Fortune 500 or Global 2000 customers.
• Cloud certifications (e.g., AWS Solutions Architect, Azure Administrator).
• Familiarity with Infrastructure as Code and CI/CD pipelines.
• Background in Cyber Security or Cloud-Native Application Protection Platforms.

Pay

US Base Pay Range $128,000—$176,000 USD, plus bonus, equity, and benefits determined by location, skills, and experience.