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Customer Reliability Escalation Engineer

Sysdig

Sysdig

Customer Service
Remote
Posted on Saturday, June 22, 2024
In the cloud, every second counts. On the leading edge of security, Sysdig stops attacks in real time by instantly detecting changes in cloud security risk with runtime insights and open source Falco. We are passionate open source enthusiasts at heart and technical problem-solvers who are continually innovating and delivering powerful solutions to secure cloud-native applications.
We value diverse opinions and open dialogue to spur ideas. We believe in working closely together to achieve our goals, and since our launch, we have been flexible with when and where we work. We’re an international company that understands how to cultivate a strong culture across remote teams.
And we’re a great place to work too – we’ve been named a “Best Place to Work” by Inc.,the San Francisco Business Times and the Silicon Valley Business Journal, and we won six workplace awards from Comparably this year. We have been recognized by Deloitte as one of the 500 fastest-growing organizations for the last four years.
We are looking for driven team members who want to join us on our mission to lead cloud security globally. Does this sound like the right place for you?

What you will do

  • Work as an integral member of the technical support team, providing senior-level technical knowledge to CREs through mentoring, consulting, and advising on complex issues.
  • Foster relationships with the development engineering team to ensure proper tracking of engineering escalations, bugs, and feature requests.
  • Develop and conduct technical troubleshooting sessions, trainings, and guides for internal CRE team members.
  • Develop, review, and maintain the internal collection of knowledge base articles.
  • Triage and document bugs and enhancement requests observed in the field, and through reproduction.
  • Collaborate with our Escalation Management team on high-touch accounts as required.

What you will bring with you

  • 5+ years of experience as a senior technical support/escalation resource or team/technical lead for enterprises in a similar or related field (container management, cloud management, cloud security).
  • Master-level experience with Kubernetes and Linux.
  • Extensive knowledge of one or more scripting languages (Bash/Shell/Python, etc.).
  • Extensive knowledge of public cloud providers and their services, such as AWS, Azure, GCP, Oracle, and IBM Cloud.
  • Ability to work effectively and manage multiple issues and projects simultaneously.
  • Ability to thrive under pressure, self-manage, and prioritize activities.

What we look for

  • Working knowledge of Cassandra, Elasticsearch, and/or Kafka.
  • Experience using or integrating with Systems Management technologies.
  • Hands-on experience with PaaS tools or other cloud management software.
  • Experience in application integration.
  • Fluent English is required; multilingualism is a plus.
  • Excellent writing and interpersonal communication/relationship skills.

Why work at Sysdig?

  • We’re a well funded startup that already has a large enterprise customer base
  • We have an organizational focus on delivering value to customers
  • Our open source tools (https://sysdig.com/opensource/) are widely used and loved by technologists & developers

When you join Sysdig, you can expect:

  • Competitive compensation, including equity opportunities
  • An international culture with employees in more than 40 countries
  • Flexible work arrangement
  • Mental well-being support for you and your family and company-wide recharge days
  • Career growth and development opportunities
We would love for you to join us! Please reach out even if your experience doesn’t perfectly match the job description. We can always explore other options after starting the conversation. Your background and passion will set you apart, especially if your career is unconventional.
Some of our Hiring Managers are globally distributed, an English version of your CV will be highly appreciated!
Sysdig values a diverse workplace and strongly encourages women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. Sysdig is an equal-opportunity employer. Sysdig does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, or any other legally protected status.
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