Tier 3 Technical Support Specialist
Oligo Security
IT, Customer Service
Israel
Posted on Dec 13, 2024
About Oligo
Oligo is a leader in runtime application security and observability, focusing on protecting open-source libraries. Oligo’s innovative eBPF-based technology offers precise visibility into your code and allows organizations to prioritize actual, exploitable vulnerabilities, reducing alert noise by about 85%.
Role Overview
As a Tier 3 Technical Support Specialist, you will be a crucial link between our customers and our product development. Your role will encompass helping customers by troubleshooting technical issues, collaborating closely with our Research and Development (R&D) team, and channeling customer feedback into actionable product improvements.
Responsibilities
Oligo is a leader in runtime application security and observability, focusing on protecting open-source libraries. Oligo’s innovative eBPF-based technology offers precise visibility into your code and allows organizations to prioritize actual, exploitable vulnerabilities, reducing alert noise by about 85%.
Role Overview
As a Tier 3 Technical Support Specialist, you will be a crucial link between our customers and our product development. Your role will encompass helping customers by troubleshooting technical issues, collaborating closely with our Research and Development (R&D) team, and channeling customer feedback into actionable product improvements.
Responsibilities
- Act as the last line of defense for resolving complex technical issues escalated by Customers, Partners, CSMs, and SEs.
- Diagnose and troubleshoot highly technical problems involving Oligo Solution and its integrations - including matters related to Kubernetes, Linux environments, and application deployments.
- Analyze logs, traces, and customer environments to identify root causes of issues and provide workarounds or resolutions.
- Collaborate with the R&D team to investigate and resolve software bugs or limitations.
- Document solutions for recurring issues in knowledge bases and internal resources.
- Act as a technical advisor to other customer facing teams, providing guidance and mentoring when needed.
- Provide feedback to the product team on customer challenges and feature requests to drive product improvements.
- Support incident response efforts for critical customer-impacting issues.
- Strong communication skills for effective customer support
- Extensive experience and familiarity with Kubernetes
- Experience in working with Linux based environments
- Familiarity with eBPF
- Experience in deploying applications using Helm charts
- Programming skills (advantage)
- Familiarity with Linux internals (advantage)
- Experience with Grafana (advantage)
- Team Leading experience (advantage)
- Startup experience (advantage)