Solutions Support Engineer

Details

• Investigate and resolve customer technical issues across cloud security posture management, vulnerability scanning, threat detection, container/Kubernetes security, identity & access management, network analysis, and data security
• Troubleshoot cloud connector and integration failures across AWS, Azure, GCP, OCI, and SaaS platforms - including IAM/permissions issues, network connectivity, API authentication, and scanning infrastructure
• Diagnose workload scanning and runtime security issues including outpost deployment, sensor configuration, registry scanning, malware detection, and file integrity monitoring
• Analyze vulnerability findings - triage false positives, validate detection accuracy, investigate SBOM/SCA results, and assess secret detection and patch management coverage
• Support shift-left security workflows including CI/CD scanning, IaC security, admission controllers, Kubernetes connectors, and code/version control scanning
• Design and implement automation that scales the support offering - leveraging AI agents, agentic workflows, and tooling to improve triage accuracy and resolution efficiency
• Participate in on-call rotation for after-hours, holiday, and weekend support coverage
• 5+ years of hands-on technical experience in customer support, technical support, system administration, or a related customer-facing role
• 2+ years working with cloud platforms (AWS, Azure, GCP) - including IAM, networking (VPCs, security groups, firewalls), and core compute/storage services
• 1+ years of hands-on experience deploying, managing, and troubleshooting production Kubernetes clusters and containerized applications
• Strong understanding of cloud security fundamentals: identity and access management, network segmentation, compliance frameworks, and security posture assessment
• Experience reading and debugging code in one or more of: Python, Shell, JavaScript/JSON, Java, Go, or Terraform/HCL
• Proficiency with command-line tools and Linux operating system environments
• Familiarity with the current AI landscape, including LLM architectures and the integration of AI-driven tooling into technical workflows
• Experience with vulnerability management, SBOM/SCA analysis, or CVE triage workflows
• Hands-on experience with threat detection, runtime security, or SIEM/SOAR integrations
• Experience building or supporting agentic workflows, RAG architectures, or AI-powered automation
• Familiarity with Infrastructure-as-Code (Terraform, CloudFormation, Helm) and CI/CD pipelines
• Experience with GraphQL or REST API debugging and integration
• Background in compliance frameworks (CIS, NIST, SOC2, PCI-DSS, HIPAA)
• Experience with ServiceNow, Jira, or Zendesk in a support engineering context