Technical Support Engineer

At Sentra, we are at the forefront of reinventing data security, empowering enterprises to take control of their sensitive information across the cloud and on-premises environments. As a market leader in data security posture management, Sentra is transforming how companies approach data security, with innovative solutions that provide unparalleled visibility and control by using cloud native technology.

We are seeking a highly skilled and motivated Technical Support Engineer to join our growing team. This is an exciting opportunity for someone who wants to be the first full time support engineer at Sentra and grow into a leadership role, developing and scaling our Support function. You will play a pivotal role in providing top-notch technical assistance to our customers, ensuring they get the best value from Sentra's platform. If you have a passion for data security and thrive in a fast-paced environment, we encourage you to apply.

About the team:

Sentra's Customer Success team is dedicated to delivering exceptional customer service and support to our growing customer base. As our first Technical Support Engineer, you'll have the unique opportunity to shape the support process, work closely with engineering, product, and customer success teams, and help us build a culture of excellence in customer care.

Responsibilities:

• Be the primary point of contact for technical support inquiries, providing timely and effective solutions for our customers.
• Diagnose, troubleshoot, and resolve complex issues related to Sentra's platform, spanning multi-cloud environments (AWS, Azure, GCP).
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides to help customers and internal teams.
• Collaborate with Product, Engineering, and Customer Success teams to escalate and resolve customer issues, ensuring they are addressed promptly and efficiently.
• Build strong relationships with our customers, acting as a trusted advisor and advocating for their needs within Sentra.
• Establish best practices and procedures for handling support tickets, enabling scalability and efficiency as our customer base grows.
• Provide feedback to the Product team on recurring customer issues and feature requests to continuously improve our product offerings.
• Develop a deep understanding of Sentra's platform to provide customers with guidance on best practices and ensure their success.
• Contribute to the growth of the support function, with a vision of eventually leading a team of support engineers.
  
  

Requirements:

• 5+ years of experience in a technical support or customer-facing role in a SaaS environment, preferably in cybersecurity or data security.
• Proficiency with cloud platforms (AWS, Azure, GCP) and familiarity with data security concepts.
• Strong troubleshooting skills, with the ability to effectively diagnose and resolve complex technical issues.
• Experience with SQL, scripting languages (e.g., Python), and other technical tools for debugging and problem-solving.
• Bachelor’s degree in Computer Science, IT, Cybersecurity, or equivalent experience.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to customers of varying technical backgrounds.
• A self-starter with the ability to work independently and prioritize tasks in a fast-paced, dynamic startup environment.
• Passion for customer success, with a commitment to providing a high-quality customer experience.
• Desire to grow into a leadership role and help build a world-class support organization.