At Styra we are creating a new category of services designed to help businesses take control of their cloud operations. We empower people and software to make reliable authorization decisions in dynamic, complex, and large-scale environments with tools that provide direct, real-time visibility and control over applications and infrastructure.
Our growing team is looking for a passionate, enterprising, customer-focused technical support engineer to help ensure that all of Styra’s customers remain successful and delighted. As part of the support team you will utilize your deep technical expertise to troubleshoot customer issues and, together with the engineering team, resolve them. You’ll also build and maintain customer relationships, to help them get more value from our expanding products, and advocate for their needs internally as we plan.
The work is ambitious, stimulating, and evolving all the time. An eye for detail, technical acumen to match, and a relentless focus on our users will be critical as you transform ideas into tangible solutions.
Primary Responsibilities
Working closely with the rest of the Styra team, you will:
- Proactively seek to understand customer expectations
- Answer and resolve support cases across all severity levels
- Own and track customer issues using our ticket tracking system
- Own all customer facing communications, ensuring the message is concise and professional
- Share and document knowledge via FAQ / KB articles, which can be internal or customer facing
- Mentor junior support engineers through training, and coaching
- Manage multiple projects/support cases simultaneously
- Champion customer issues internally, and represent the company externally
- Lead large multi participant customer calls, including hot escalations
- On-call availability during weekends and holidays as needed
What You Bring to the Team
- Minimum 1 year of experience in customer-facing, technical support work
- Experience supporting Open Source Projects
- Knowledge and ability to troubleshooting Kubernetes based deployments
- Familiarity with one or more programming language such as Java, Go or Python
- Familiarity with the CNCF ecosystem
- Proven ability to resolve customer problems and escalations utilizing appropriate internal and external resources
- Proven technical troubleshooting skills in a complex multi-platform-system-vendor environment
- Ability to triage issues and escalate them to appropriate engineering groups as necessary