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For Companies At a Glance
- Tasks: Provide top-notch technical support and troubleshoot complex issues for customers.
- Company: Join Upwind, a cutting-edge Cloud Security Platform revolutionising cloud security management.
- Benefits: Enjoy a dynamic work environment with opportunities for ongoing training and professional growth.
- Why this job: Make a real impact in cloud security while building strong relationships with customers.
- Qualifications: 1-3 years in technical support roles, fluent in English, and experience with MySQL and cloud technologies.
- Other info: This is a full-time position based in Belfast, Northern Ireland.
The predicted salary is between 30000 - 42000 £ per year.
Overview
Upwind is a next-generation Cloud Security Platform that leverages runtime context to identify and prioritize critical risks, providing precise insights and efficient cloud security management. Unlike traditional tools, Upwind uses runtime data proactively for risk prioritization and posture insights, ensuring teams focus on what truly matters. With industry-leading efficiency and eBPF-powered sensors, Upwind delivers comprehensive capabilities, including agentless cloud posture discovery, real-time threat protection, and integrated API security. From misconfigurations to malware defense, Upwind ensures end-to-end, cost-effective cloud infrastructure protection. At Upwind, you’ll have the opportunity to think creatively, explore new ideas, and use your skills to make a meaningful impact on our growth.
We’re looking for a highly skilled Technical Support Engineer to lead the charge in troubleshooting complex technical issues, ensuring exceptional customer satisfaction, and providing strategic solutions. You’ll play a key role in documenting solutions, escalating critical cases, and leveraging your cloud expertise to deliver unparalleled support and build strong, lasting relationships with our customers.
Responsibilities
- Provide accurate and timely support via Slack, chat, or email to troubleshoot and resolve customer issues.
- Diagnose and resolve technical problems, escalating complex issues to R&D or Product when needed.
- Build strong relationships, educate customers on product features, and maintain a professional, supportive tone.
- Create and update support documentation while logging all interactions in the support system.
- Enhance skills through ongoing training to maintain technical excellence and deliver top-tier support.
Requirements
- 1–3 years of experience in similar roles such as Technical Support, Technical Account Manager, or Escalation Engineer (not internal IT support roles) – Must
- Fluency in English (both written and spoken).
- Experience in MySQL – Must
- Bachelor\’s degree in Engineering / Cyber Security, or an equivalent qualification
- Experience with Cloud technologies, Containerization (Docker), networking, Linux and Kubernetes – Must
- Experience with OpenSearch, Grafana, and various analysis tools for troubleshooting – Must
- Experience in cybersecurity, with an emphasis on cloud environments.
- Ability to adapt and learn, working effectively both solo and within a team setting.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Information Technology
Industries
- Computer and Network Security
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Technical Support Specialist employer: Upwind Security
Contact Detail:
Upwind Security Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Specialist
✨Tip Number 1
Familiarise yourself with Upwind's Cloud Security Platform and its unique features. Understanding how our eBPF-powered sensors work and the benefits of agentless cloud posture discovery will help you engage in meaningful conversations during interviews.
✨Tip Number 2
Brush up on your MySQL skills, as this is a must-have for the role. Consider working on sample projects or exercises that involve database troubleshooting to demonstrate your proficiency and problem-solving abilities.
✨Tip Number 3
Showcase your experience with cloud technologies and containerisation tools like Docker and Kubernetes. Be prepared to discuss specific scenarios where you've successfully resolved technical issues in these environments.
✨Tip Number 4
Highlight your ability to build strong relationships with customers. Think of examples where you've educated clients on product features or provided exceptional support, as this aligns perfectly with our focus on customer satisfaction.
We think you need these skills to ace Technical Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support roles, especially focusing on your skills with MySQL, cloud technologies, and any experience with tools like OpenSearch and Grafana. Use keywords from the job description to align your qualifications with what Upwind is looking for.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific experiences that demonstrate your ability to troubleshoot complex technical issues and provide excellent customer support. Highlight your adaptability and willingness to learn, as these are key traits for the position.
Showcase Your Technical Skills: When detailing your technical skills, be specific about your experience with cloud technologies, containerization, and cybersecurity. Provide examples of how you've used these skills in previous roles to solve problems or improve processes.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a technical support role.
How to prepare for a job interview at Upwind Security
✨Showcase Your Technical Skills
Be prepared to discuss your experience with MySQL, cloud technologies, and containerization. Highlight specific projects or challenges you've faced and how you resolved them, as this will demonstrate your technical expertise.
✨Demonstrate Problem-Solving Abilities
During the interview, expect to tackle hypothetical technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your analytical thinking and troubleshooting skills.
✨Emphasise Customer Relationship Building
Since the role involves building strong relationships with customers, share examples of how you've successfully educated clients on product features or resolved their concerns. This will illustrate your ability to maintain a professional and supportive tone.
✨Prepare Questions About the Company
Research Upwind's Cloud Security Platform and be ready to ask insightful questions about their products and services. This shows your genuine interest in the company and helps you understand how you can contribute to their growth.
