Technical Support Engineer

United States /
Customer Success – Technical Support /
/ Remote
Teleport is the market leader in Identity-Native Infrastructure Access Management. Every company must protect its critical computing infrastructure from hackers and other bad actors. The problem is that most rely nf outdated access solutions that use passwords and other shared secrets which are #1 source of data breach. Teleport replaces these outdated access solutions with more secure identity, making the happy path for engineers the secure path. By replacing insecure shared secrets like passwords, keys and tokens with true identity based on biometrics and security modules, Teleport delivers phishing-proof zero trust for every engineer and service connected to a company's global infrastructure.
Teleport is used by leading companies including Elastic, Snowflake, Doordash and NASDAQ and recently raised $110M at a $1.1B valuation in a funding round led by Bessemer Venture Partners with participation from Insight Partners, Kleiner Perkins and S28 Capital. We are headquartered in Oakland, California, but embrace a remote-first work culture for many roles.
We're also proud of our numerous awards recognizing business and culture leadership including "Inc. 5000 America's Fastest Growing Private Company",  "2022 Certified Great Place to Work" and Comparably's 2022 "Best Company Culture; Best CEOs for Diversity; Best Perks & Benefits and Best Compensation" award.

As a member of the growing Customer Success team, a Technical Support Engineer is responsible for providing technical assistance to customers who are implementing, operating, and maintaining our software solutions, on-prem or in the cloud. This is a full-time US-based remote position reporting to our Director of Customer Success located in Austin, TX. This position requires participation in an on-call emergency escalation rotation. 

A Technical Support Engineer is a member of our Customer Success team, who is focused on providing technical support assistance for customers who have purchased our software product, Teleport. Teleport is a distributed networking and security system supporting SSH and Kubernetes. You will work directly with our customers to provide guidance and planning during on-boarding, triage and debugging of technical issues, develop and maintain customer training programs, and assist the product team by capturing product feedback. Day to day, you will lead and participate in customer support interactions via ticket, chat, and video. As our company grows, and we launch new offerings, the requirements of this position may shift. You should be comfortable with change and have interest in continually learning and advancing your skill set. 

What you'll bring:

    • 4+ years experience in customer facing software support, software services, or system administration roles
    • Hands on experience with one of the major public cloud providers; AWS, GCP, Azure. Certifications are a plus!
    • Demonstrable experience with the following security principles and technologies: SSH, PKI, 2FA, SSO (SAML, OIDC), RBAC
    • Strong Linux server administration skills
    • Foundational understanding of Kubernetes
    • Exceptional software troubleshooting, testing, and debugging skills
    • Outstanding soft skills, excellent verbal and written communication skills

What you'll be doing:

    • Provide remote Technical Support to Teleport customers and partners
    • Take ownership of customer issues and see problems through to resolution
    • Independently diagnose and resolve problems in the Teleport  product, as well as in the customer environment (e.g Dockers, Kubernetes, AWS, Azure, GCP)
    • Author knowledge-base articles for customers and internal consumption, detailing the symptoms, cause, workaround and solutions of common and/or known issues.
    • Work with Teleport Deveops team to recreate customer issues in the lab
    • Develop and enhance tools for analyzing logs, stats and performance data collected within Teleport
    • Contribute to the effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills
    • Design, define and document support processes, training and knowledge-base articles for customer and internal consumption.
    • Provide prompt and accurate feedback to customers.
    • Ensure proper recording and closure of all issues
    • Able to efficiently and effectively communicate with Customer and our internal Devops team in order to rearchitecture complex customer environments.
    • Meeting or exceed defined KPIs
    • Participate in on-call
The base salary range for new hires in this role is between $96,000 and  $120,000 for a level 3, between $132,000 and $145,000 for a level 4, and between $124,000 and $165,000 for level 5. Our salary ranges are determined by role, level, and location. The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. 

 We also offer equity compensation and a comprehensive list of benefits below:
401(k) Retirement Plan with matching employer contributions
Paid Time Off: 4 weeks
Sick Leave: 10 days
Paid leave: 12 weeks 
Paid Holidays: 11 days
Medical, dental, vision, Long Term disability, and life insurance - PPO, HMO, FSA, EPO plans provided
Flexible expense benefit: $4.8k annual expense benefit for work related expenses
Teleport is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classifications protected by federal, state, or local law.