Solutions Support Engineer

Responsibilities

• Investigate and resolve customer technical issues across cloud security posture management, vulnerability scanning, threat detection, container/Kubernetes security, identity and access management, network analysis, and data security.
• Troubleshoot cloud connector and integration failures across AWS, Azure, GCP, OCI, and SaaS platforms, including IAM and permissions issues, network connectivity, API authentication, and scanning infrastructure.
• Diagnose workload scanning and runtime security issues, including outpost deployment, sensor configuration, registry scanning, malware detection, and file integrity monitoring.
• Analyze vulnerability findings: triage false positives, validate detection accuracy, investigate SBOM/SCA results, and assess secret detection and patch management coverage.
• Support shift-left security workflows, including CI/CD scanning, IaC security, admission controllers, Kubernetes connectors, and code/version-control scanning.
• Design and implement automation that scales the support offering using AI agents, agentic workflows, and tooling to improve triage accuracy and resolution efficiency.
• Participate in an on-call rotation for after-hours, holiday, and weekend support coverage.

Requirements

• 5+ years of hands-on technical experience in customer support, technical support, system administration, or a related customer-facing role.
• 2+ years working with cloud platforms such as AWS, Azure, or GCP, including IAM, networking, VPCs, security groups, firewalls, and core compute/storage services.
• 1+ years of hands-on experience deploying, managing, and troubleshooting production Kubernetes clusters and containerized applications.
• Strong understanding of cloud security fundamentals, including identity and access management, network segmentation, compliance frameworks, and security posture assessment.
• Experience reading and debugging code in one or more of Python, Shell, JavaScript/JSON, Java, Go, or Terraform/HCL.
• Proficiency with command-line tools and Linux operating systems.
• Familiarity with the current AI landscape, including LLM architectures and integrating AI-driven tooling into technical workflows.

Preferred Qualifications

• Experience with vulnerability management, SBOM/SCA analysis, or CVE triage workflows.
• Hands-on experience with threat detection, runtime security, or SIEM/SOAR integrations.
• Experience building or supporting agentic workflows, RAG architectures, or AI-powered automation.
• Familiarity with infrastructure as code, including Terraform, CloudFormation, and Helm, and with CI/CD pipelines.
• Experience with GraphQL or REST API debugging and integration.
• Background in compliance frameworks such as CIS, NIST, SOC 2, PCI-DSS, or HIPAA.
• Experience with ServiceNow, Jira, or Zendesk in a support engineering context.