Customer Reliability Escalation Engineer

In the cloud, every second counts. On the leading edge of security, Sysdig stops attacks in real-time by instantly detecting changes in cloud security risk with runtime insights and open source Falco. Trusted by a large enterprise customer base, we are a well-funded startup, passionate open source enthusiasts at heart, and problem-solvers who are building and delivering powerful solutions to secure cloud-native applications.

We have an organizational focus on delivering value to customers. We appreciate diverse opinions and open dialogue to spur ideas and we believe in working together to achieve our goals. We're an international company that understands how to cultivate an inclusive environment across all teams.

And we're a great place to work too - we've been named a "Best Places to Work" by Inc, the San Francisco Business Time, and Built In, with recognitions ranging from "Best Benefits" to a "Best Company for Happiness".

We are looking for driven team members who want to join us on our mission

What You Will Do

• Work as an important member of the technical support team providing senior level technical knowledge to CREs in the form of mentoring, consulting on complex issues.
• Work with and foster relationships with the development engineering team to ensure tracking on engineering escalations, bugs and feature requests.
• Develop technical troubleshooting sessions, trainings and guides for internal CRE team members.
• Develop, review and maintain the internal collection of knowledge base articles.
• Triage and document bugs and enhancement requests as seen in the field, and through reproduction.
• Work with our Escalation Management team on hot accounts which are high touch

What You Will Bring With You

• You will report to the Director of Customer Reliability
• 5+ years of experience as a senior technical support/escalation resource or team/technical lead for enterprises in a similar or related field (container management, cloud management, cloud security).
• Master level kubernetes and Linux experience.
• Extensive Knowledge of one or more scripting languages (Bash/Shell/Python, etc).
• Extensive Knowledge of public providers and their services e.g. AWS, Azure, GCP, Oracle and IBM Cloud.
• Experience balancing multiple challenges simultaneously.

What We Look For

• Working knowledge of Cassandra, Elasticsearch, and/or Kafka.
• Experience in using or integrating with Systems Management technologies.
• Hands-on experience with PaaS tools or other cloud management software.
• Experience in application integration.
• Fluent English is required
• Experience writing and communicating with internal and external stakeholders.

Why work at Sysdig?

• We're a well funded startup that already has a large enterprise customer base
• We have an organisational focus on delivering value to customers
• Our open source tools are widely used and loved by technologists & developers

When You Join Sysdig, You Can Expect

• Extra days off to prioritize your well-being
• Mental health support for you and your family through the Modern Health app
• Great compensation package

We would love for you to join us Please reach out even if your experience doesn't perfectly match the job description. We can always explore other options after starting the conversation. Your background and passion will set you apart, especially if your career path is different.

Some of our Hiring Managers are globally distributed, an English version of your CV will be appreciated.

Sysdig values a diverse workplace and encourages women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. Sysdig is an equal-opportunity employer. Sysdig does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, or any other legally protected status.
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