Lead Customer Support Engineer, Europe

Remote

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strongDM

strongDM is a customer-first, second, and third company with a rabid fan base. When was the last time you heard things like: * Splunk's CISO Joel Fulton says "strongDM gives you what you can’t get any other way -- the ability to see what happens, replay and analyze incidents."
* Chef's co-founder Adam Jacob says "strongDM takes the friction out of getting staff access to the systems they need." Customers love us because: The product rocks: strongDM fundamentally changes the relationship between InfoSec, DevOps, and end users. Enforce the controls security needs while making it easier to facilitate access.   They can trust us: we built a technical product for technical buyers. We do not use jargon. There is no alternative but to always be technically accurate. We are not afraid to admit product gaps.   We’re real humans: we built a serious product without taking ourselves too seriously. Each member of the team is deadly good at their job, and yet we crack jokes on the phone with customers. 

Our Customer Support team is expanding...
...and we’re looking for its first international member! This person will be responsible for supporting strongDM customers in setting up, maintaining and improving their strongDM deployment. The right person for this role is a consultative troubleshooter who can successfully empathize with customers and assist them in maintaining and expanding their strongDM environment. We’ll also be looking to this person to build a local team to support our business as we continue to grow.
Expected hours are 7:00 GMT - 15:00 GMT, Monday through Friday with periodic weekend and evening coverage as needed. 

What You'll Do:

  • Track and address customer issues through entire support lifecycle, from logging to reproduction to resolution
  • Communicate regularly with customers via written updates and live screen share sessions
  • Provide expert guidance on DevOps concepts, including infrastructure architecture across cloud and on-premise environments, IT operations, security, and development technologies and processes
  • Lay the groundwork to support a local team of Customer Support Engineers as we scale
  • Learn and deploy new technologies as part of prototyping and reproducing reported issues
  • Author and update customer documentation, internal onboarding documents, and customer-centric blog posts

Requirements:

  • Familiarity with databases (modern and legacy) , servers (Linux & Windows), networking, Docker, Kubernetes
  • Deep experience with one or more of the following cloud providers: Azure, GCP, AWS
  • 5+ years in Security or Infrastructure
  • Prior experience working with a largely US-based or completely distributed team
  • Experience building or leading a Technical Support team
  • Professional experience interacting with clients and customers
  • Confident voice in technical writing and strong written and verbal English language skills

Compensation:

  • Industry-standard base + equity in a fast-growing startup
  • Medical, dental, and vision insurance
  • 401k, HSA, FSA, short / long-term disability
  • 3 months parental leave
  • 3 weeks PTO + standard holidays
  • No travel required
Job region(s): Worldwide/Anywhere
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