Technical Support Engineer

Description

Who we are

Upwind is a cloud security platform that uses runtime context to show security teams what actually matters. Powered by eBPF sensors, we cover everything from cloud posture to real-time threat protection and API security. Our customers are global, their environments are complex, and they count on us when something breaks.

The role

Our Support team is where deep technical skill meets real customer impact. You’ll be the person customers turn to when things get complicated: digging into cloud and Kubernetes environments, finding the root cause, and making sure they leave the conversation with a solution and with more trust in us than before.

You’ll join a global team of 14 engineers, 5 of them here in Israel, and work directly with R&D and Product. What you find in the field shapes what we build.

What you’ll do

• Troubleshoot and resolve complex technical issues for global customers via Slack, chat, and email
• Dig into root causes across cloud, Kubernetes, Linux, networking, and databases, and escalate to R&D or Product with a clear, well-investigated picture when needed
• Build strong relationships with customers and help them get the most out of the platform
• Document solutions and turn recurring issues into knowledge the whole team can use
• Bring field insights back to R&D and Product to help improve the product
• Keep growing: the product, the cloud landscape, and the threats all move fast, and so will you

Requirements

What you bring (must have)

• 3–6 years of hands-on experience in Technical Support, Technical Account Management, or Escalation Engineering at a software/SaaS company, working with global customers (internal IT support doesn’t match this role)
• Strong experience with AWS and Kubernetes
• Experience with MySQL
• Solid background in Docker, Linux, and networking
• Experience with OpenSearch, Grafana, or similar tools for troubleshooting and analysis
• Excellent English, written and spoken
• Strong self-learning ability and the independence to dig in on your own, while working well as part of a team

Nice to have

• Experience in cybersecurity, especially cloud security
• Bachelor’s degree in Engineering / Cyber Security or equivalent experience