High-Touch Software Support Professional

2 weeks ago

Sydney, New South Wales, Australia beBeeTechnical Full time $120,000 - $150,000
Job Title

We are seeking a skilled technical professional to join our support engineering team. The ideal candidate will work directly with customers, collaborating closely across multiple cross-functional teams.

  • Assume ownership of incoming customer issues by triaging, investigating, managing, and resolving complex problems related to software development and deployment.
  • Escalate issues to the engineering team as needed.
  • Provide timely communication to customers, maintaining prescribed service level agreements.
  • Communicate progress of issues and fixes to both technical and non-technical stakeholders.
  • Utilize problem-solving and creativity to derive solutions for customers.
  • Document detailed investigations of new issues.
  • Prioritize customer cases in your own queue.
  • Drive communication standards for technically complex issues while maintaining a customer-focused mindset.
  • Raise issues, bugs, and feature requests to the engineering and product teams.
  • Effectively manage customers and internal stakeholders to proactively drive issues to resolution.
  • Drive requirements for supporting software products along with the wider go-to-market teams.
  • Regularly create and manage knowledge base content.
  • Proactively seek out learning opportunities and challenges.
  • Be a team player - collaborating, teaching, and learning across several different cross-functional groups.
  • Participate in an on-call rotation for after-hours, holiday, and weekend support coverage.

Required Skills and Qualifications

  • A curious individual who is continuously learning, has a strong intellectual drive for excellence, and has the desire to develop solutions to complex problems.
  • Minimum of a bachelor's degree (STEM field preferred), or equivalent work experience.
  • 5+ years of experience supporting enterprise customers in a highly technical support role.
  • 3+ years of experience working with Docker and Kubernetes.
  • Strong experience, and passion for, providing a superior customer experience via thoughtful and excellent written and verbal communication.
  • Ability to collaborate effectively with cross-functional engineering teams, customer success, and business partners.
  • Familiarity with CI/CD concepts, Linux, Docker, Kubernetes, GitHub, Helm Charts, and Terraform.
  • Bonus points include interest or experience in modern security frameworks and protocols, software supply chain security, and vulnerability scanning.

About Us

We are a secure foundation for software development and deployment. By providing guarded open-source software, built from source and updated continuously, we help organizations eliminate threats in their software supply chains.

Our mission is to be the safe source for open-source software.

Company Values

We live and breathe our company values:

  • We are customer-focused - We deliver solutions to our customers that create value and make their lives better.
  • We have a bias for intentional action - We prioritize, plan, try things, and fail fast.
  • We don't take ourselves too seriously (but we do serious work) - We are solving an important problem which takes focus, but we also like to enjoy the journey.
  • We trust each other and assume good intentions - We're transparent with decisions to empower team members to make well-informed decisions.

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