Solve Complex Customer Issues: Reproduce and diagnose technical problems that L1 cannot resolve, providing clear solutions or workarounds.
Technical SME: Become a Subject Matter Expert (SME) in our product's features, and understand how the product works from a technical perspective, including network security and data extraction.
Explore an interesting, challenging domain: Mastering the fundamentals of cyber security and the internet.
Communicate at Scale: Provide real-time communication during incidents and write high-quality technical documentation for internal and external use.
Improve Processes: Identify opportunities to automate workflows or improve internal tooling to scale our support impact.
Collaborate Broadly: Work closely with Engineers and Product Managers to prioritize fixes and features based on customer impact.
Requirements
Proven ability to reproduce bugs, analyze complex systems, and find root causes.
Strong understanding of Internet protocols including SSL/TLS, DNS, HTTPS, and domain registration fundamentals.
Proficiency in extracting and analyzing data from various sources such as PostgreSQL and Google Cloud logs.
Experience using CLI tools like curl, nmap, and OpenSSL for diagnostics.
Tech Stack
Cloud
Cyber Security
DNS
Postgres
Benefits
Equal Employment Opportunity and Affirmative Action Employer