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technical support cloud security root cause analysis zero trust ticketing system📋 Description
- Act as frontline contact for escalations, acknowledging within SLO.
- Rapidly assess escalation severity and resource needs to provide action plans or timelines.
- Coordinate across Support, Sales, Engineering, and Product to align on impact and timelines.
- Apply root-cause categorization during case analysis to capture trends and remediation needs.
- Participate in strategic projects to improve EM processes and AI-enabled tools.
🎯 Requirements
- Diploma in Computer Science or related technical field.
- 3+ years in a support org troubleshooting via phone/email and logging issues in a ticketing system.
- Strong verbal/written communication; able to engage at business and technical levels up to executives.
- Ability to identify patterns indicating systemic issues and communicate findings to teams.
- Ability to work in a highly collaborative, high-pressure, team-based environment.
🎁 Benefits
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more
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