Senior Technical Support Engineer, Americas

This is a remote position primarily supporting our Federal accounts and is based in the United States.  

Are you technically savvy, passionate about technology, and have a strong desire to work in a fast-paced environment?  If so, this might be the position for you.  We are seeking a Senior Technical Support Engineer to provide enterprise-level support to our ‘Americas’ customers and partners.

As a Senior Technical Support Engineer working US business hours and with our US Federal customers primarily, to provide technical assistance, troubleshoot and resolve customer problems, integrate with the Engineering Team on various product issues, and provide bug fixes. You will also have the opportunity to contribute to projects revolving around customer tools, knowledge management, and growing use cases for the Swimlane platform.

Additionally, in this Senior Technical Support Engineer position, you will:

• Be a player-coach to lead and mentor a team of smart and intuitive technical support engineers
• Work directly our US customers and partners and to be a primary support resource for our Federal accounts to provide enterprise-level customer support
• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
• Develop or expand tools to help troubleshoot issues that help improve customer experience
• Implement bug fixes that greatly impact customers and/or the Support Team while incorporating our Engineering Team’s  development process (i.e. unit tests, pull requests, code reviews, QA, etc.)
• Reproduce customer issues and, if necessary, file bug reports, escalate cases to Engineering, and provide any necessary documentation
• Gain a deep understanding of the Swimlane product
• Conduct periodic on-call duties

Minimum Qualifications: 

• 3+ years of experience in technical support, security operations, incident response, software engineering, DevOps, or sales engineer role
• 1+ years minimum experience working with Federal accounts
• A US resident at time of application
• Strong problem-solving and troubleshooting capabilities
• Good organizational skills
• Strong verbal and written communication skills
• Excellent time management skills with the ability to prioritize and organize issues effectively
• Ability to collaborate with teams and contributes to continuous improvement

Preferred Qualifications:

• Comfortable developing in a programming language of your choice (i.e. Python, C#, Java, Perl, Ruby on Rails, etc.)
• Experience working with RESTful APIs
• Basic familiarity with Docker and Kubernetes (K8s)
• Comfortable troubleshooting Python and JavaScript
• Comfortable working with Linux command-line
• Comfortable working in Windows Server environments

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Swimlane, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway!

Who we are and What we can offer:

Swimlane is a rapidly growing, innovative startup that provides cloud-scale, low-code security automation for organizations of all industries and sizes. Our technology is relied upon by major security-forward companies around the globe and we are consistently rated as the #1 trusted low-code security automation platform. Our mission is to prevent breaches and enable continuous compliance via a low- code security automation platform that serves as the system of record for the entire security organization.

Get an understanding of Swimlane here

The Perks of being a Swimlaner:

• Competitive Benefits & Compensation
• Stock Options
• Training & Professional Development Opportunities
• MacBook Pro
• A hybrid work environment with remote options and flexible hours
• Great Company Culture
• We value collaboration and innovation
• Give-back Volunteering Opportunities

Here at Swimlane, our core focus is to Automate the World of Security and we strive to represent our five core values in everything we do:

• Punch above your weight class - We make the most of our circumstances and constantly surprise and impress with our ability to deliver.
• Be a happy innovator - The hard problems are the fun problems to solve, we’re excited to take on difficult challenges and find creative solutions.
• Always be leveling up - We are continuously improving, embracing change, and consuming information to better ourselves and each other.
• Move at the speed of WOW - We work with an extreme sense of urgency, but we never compromise quality. Have honesty and integrity in ‘all the things’ - We make decisions with the best of intentions, doing what is right for as many stakeholders as possible.

The hiring range for this position is $90,000-$110,000/year and is dependent on knowledge, skills, and experience. 

For full consideration, please submit your resume by completing an application at https://swimlane.com/careers/. Applications will be accepted until finalists are identified.