Technical Support Engineer
Location: US, CA, Santa Clara
Department: R&D
Employment type: Full-time
Required experience: Mid-Senior level
Required education: Bachelor's Degree
Industry: Computer Software
Function: Engineering
Company profile: Palerra, Inc. designed LORIC™ to protect an enterprise’s entire cloud footprint from branded applications such as Microsoft Office 365 to infrastructure such as AWS, and everything in between. It combines security configuration management, threat detection, predictive analytics, and automated incident response into a single platform, delivering comprehensive visibility and ensuring continuous compliance. It does so without any hardware or software, and unlike cloud access control solutions, is not inline to critical online activities. Palerra is a privately held company funded by Norwest Venture Partners and Wing Venture Partners, and is headquartered in Santa Clara, CA. For more information, visit #URL_0c40dbc1d9014b6904197135b018741d1dd9cf15cacf146d50eac32c088fb31a#.
Description: Come and Change the World of Security With Us! About UsPalerra is a new cutting edge cloud security startup out to change the world of cloud and enterprise security.  We are paving the way to enable organizations to monitor their entire cloud applications footprint through a single pane of glass in a frictionless manner to its end users. We’re innovating within the cloud and securing applications across web, mobile and wearable computing devices. And while we’re at it – we’re bringing big data, predictive analytics, threat intelligence, and cloud security together in ways that have never been done before. Palerra is backed by premier venture investors including Norwest Venture Partners and Wing Ventures. About YouYou want to be an early member of a kick-ass team that’s redefining cloud security.You love helping people find solutions to problems.You have the ability to learn new technologies quickly through instruction and self trainingYou are highly organized, can prioritize multiple tasks, and has excellent attention to detailYou are self motivating individual who requires minimal hand holdingYou pursue excellence relentlessly – and believe that security can be woven simply & seamlessly into every fabric of the application spectrum.You believe in ownership, accountability and can carry your own weight in your domain. Your ResponsibilitiesAs a Technical Support Engineer you'll provide proactive technical support for Palerra service end users, which includes assistance withUnderstanding and operating service features and functionalityPayment inquiriesTroubleshooting of the serviceWork directly with customers, operations and development to research, troubleshoot, and resolve performance issues in a timely mannerDocuments, routes, tracks, escalates and updates customers as well as Palerra management on status of issues as requiredUtilize tools and systems proficiently to document activity and effectively troubleshoot and resolve issues.Maintain the client support knowledge base for external and internal usageMaintain deep working knowledge of the Palerra service on an ongoing basis, and try out new features as they become availableEnsure customer satisfaction through outstanding customer service and high quality technical responses.Effectively prioritize and escalate customer issues as required.Participate in projects and initiatives to improve processes and drive efficiency gains.Participate in our 24X7 global coverage plan Your Experience5+ years of experience providing customer service, in either a customer support or consulting role, for enterprise software applications, with special focus in the area of security, systems management or infrastructure software (Software as a Service companies preferred).Previously worked in a fast-paced environment, handling multiple prioritiesMust be proficient with information security terms and troubleshooting authentication issuesExperience in debugging java applications Strong analytical, problem solving, and multi-tasking skillsMust be experienced with configuring, integrating, and utilizing a ticket systemMust possess excellent written and verbal communication skills.Proven ability to communicate with individuals at all levels of an organization.College degree in computer science or business systems What's In It For You:Competitive startup total compensation packageEarly startup equity, comprehensive benefits and generous downtimeAn opportunity to lead a new charter in a fast-paced, progressive SaaS companyAn opportunity to make a meaningful impact in changing the world of security as we know it
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