Customer Support Engineer (Tier 1/2)
StrongDM lives by a very simple principle: Put People First.
That means we do the right things by our colleagues, employees and customers. It also means developing products and solutions that improve the lives of our customers. Our commitment to People First is one of the reasons our year-over-year customer retention rate is an industry-leading 98%. Once a customer, forever a fan. That's our goal.
When you work at StrongDM, you work with people who care, technology that works, and customers who are obsessed with both the product and the support they receive.
If you ask any employee of StrongDM, you’ll find that our values truly are our guiding principles in everything we do–from how we make decisions to how we treat each other. That’s because these values represent the foundation for our culture and who we are as a company. It sounds cliche, we know. But trust us—we’re onto something good. G2 can confirm. ✔️
1. We embrace the mission
2. We pursue mastery
3. We are people first
4. We are smarter together
These are the values we seek to cultivate as an organization. They inform not just how we behave as individuals and teams, but also the unspoken traits of the candidates we hire and perspectives we take when helping and supporting customers. Speaking of candidates, we’re so glad you’re here! If this sounds like an environment you’d thrive in, read on.
As a Customer Support Engineer… you will play a critical role in maintaining and expanding our customers' StrongDM environments. You will provide empathetic and effective technical support, working closely with our customers to resolve their issues and ensure their success with our products. If you are a passionate technologist with a strong customer focus and a desire to grow in a supportive and dynamic environment, we would love to hear from you. Join us and help provide the TLC our customers deserve.
What you’ll do:
- Customer Issue Management: Track and address customer issues through the entire support lifecycle, from logging to reproduction to resolution.
- Customer Communication: Regularly communicate with customers via written updates and live screen share sessions.
- Technical Guidance: Provide guidance on DevOps concepts, including infrastructure architecture across cloud and on-premise environments, IT operations, security, and development technologies and processes.
- Technology Deployment: Learn and deploy new technologies as part of prototyping and reproducing reported issues.
- Documentation: Author and update customer documentation, internal onboarding documents, and customer-centric blog posts.
Requirements:
- Technical Skills: Familiarity with databases (e.g., Postgres, Oracle), Linux, networking, Docker, and Kubernetes.
- Troubleshooting Experience: Experience with troubleshooting techniques and providing solutions to customer issues.
- Cloud Providers: Experience or familiarity with one or more of the following cloud providers: Azure, GCP, AWS.
- Security and Infrastructure: 1+ years of experience with security or infrastructure tooling and processes (e.g., Splunk, Crowdstrike, EDRs, cloud-native security tools).
- Automation and Scripting: Ideally, experience or familiarity with Terraform, Ansible, and programming languages such as Go or Python.
- Remote Work: Prior experience working remotely with a largely US-based or completely distributed team.
- Customer Interaction: Experience interacting with clients and customers.
- Communication Skills: Confident voice in technical writing and strong written and verbal English language skills.
- Time Zone: Lives in or willing to work an ET Timezone shift.
Compensation:
- $80,000-$100,000 annual salary + equity salary packages
- Company-sponsored benefits, including:
- Medical, dental, and vision insurance (free to employees and dependents)
- 401K, HSA, FSA, short/long-term disability coverage, life insurance
- 6 weeks of combined accrued vacation + sick time
- Volunteer days + standard holidays
- 24 weeks paid parental leave for everyone + 1 month transition time back + childcare stipend for first year
- Generous monthly and annual stipend for internet + home office
$80,000 - $100,000 a year