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Sysdig is driving the standard for securing the cloud and containers. We created Falco, the open standard for cloud-native threat detection, and consistently contribute to open source software projects. We are passionate, technical problem-solvers, continually innovating and delivering powerful solutions to secure the cloud from source to run. We value diversity and open dialog to spur ideas, working closely together to achieve goals. We’re an international company that understands how to cultivate a strong culture across a remote team. And we're a great place to work too — we've been named a Bay Area Best Place to Work by the San Francisco Business Times and the Silicon Valley Business Journal for three years now! We were recognized by Deloitte as one of the 500 fastest growing organizations in 2020 and 2021. We are looking for team members who have a passion for container and cloud security and are willing to dig deeper to help our customers. Does this sound like the right place for you? Your Opportunity We’re seeking a client-facing Customer Reliability Escalation Engineer (CREE) with a problem-solving mindset to support and resolve the technical issues experienced by ourfront-line Customer Reliability Engineering team (CRE). This is a senior position within the department. We are looking for a technically strong individual with a mix of technical support and engineering experience to work with our enterprise customers. You will be a key point of contact for consulting, advising and mentoring CREs with technical issues. You will also serve as a liaison from support to our development engineering teams and product development teams. What you will do Work as an integral member of the technical support team providing senior level technical knowledge to CREs in the form of mentoring, consulting and advising on complex issues. Work with and foster relationships with the development engineering team to ensure tracking on engineering escalations, bugs and feature requests. Develop and conduct technical troubleshooting sessions, trainings and guides for internal CRE team members. Develop, review and maintain the internal collection of knowledge base articles. Play a key role in the formulation of reliability processes and procedures. Triage and document bugs and enhancement requests as seen in the field, and through reproduction. Create reports and deep dives into case and escalation data to spot trends before they become major reliability issues. Train and support other team members, business partners, channel partners (as required). Act as a product enhancement feedback loop with product management and engineering. Work with our Escalation Management team on hot accounts which are high touch as required. What you will bring with you 5+ years of experience as a senior technical support/escalation resource or team/technical lead for enterprises in a similar or related field (container management, cloud management, cloud security). Master level kubernetes and Linux experience. Extensive Knowledge of one or more scripting languages (Bash/Shell/Python, etc). Extensive Knowledge of public providers and their services e.g. AWS, Azure, GCP, Oracle and IBM Cloud. Fluent English language skills. Excellent writing and interpersonal communication/relationship skills. Ability to work effectively and manage multiple issues and projects simultaneously. Self-motivated with strong self-development ability. Ability to thrive under pressure, self-manage and prioritize activities. Why work at Sysdig? We’re a well-funded startup that already has a large enterprise customer base We have a pragmatic, transparent culture, from the CEO down We have an organizational focus on delivering value to customers Our open source tools (https://sysdig.com/opensource/) are widely used and loved by technologists & developers When you join Sysdig, you can expect: Competitive compensation including equity opportunities Flexible hours and additional recharge days Mental wellbeing support through Modern Health for you and your family Career growth 401k with company matching up to 3%.
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