L2 Support Engineer

At Styra we are creating a new category of services designed to help businesses take control of their cloud operations. We empower people and software to make reliable authorization decisions in dynamic, complex, and large-scale environments with tools that provide direct, real-time visibility and control over applications and infrastructure. Styra is the company behind the extremely fast-growing Open Policy Agent (OPA) open source project – we deliver industry-leading SaaS software, built on OPA, for cloud-native environments.

Role Overview

As a L2 Technical Support Engineer, you will be part of a highly skilled talented Customer Support team who work with Styra customers globally. The role involves working with Styra internal teams to resolve customer problems including troubleshooting, identification of root cause and issue resolution to help them receive the most benefit from their investment. This person will be responsible for the triaging, debugging and solving issues that our customers encounter through the use of our platform. This is a high energy, fast paced working environment that helps Styra achieve customer success.

Key Responsibilities

Working closely with the rest of the Styra team, you will:

• Resolve customer issues via email and video conferencing.
• Support a mix of Self-hosted and Styra (SaaS) customers.
• Collaborate with our Product and Development Teams to build new features and fix bugs.
• Build a highly skilled Customer Support team who support Styra customers 24x7 globally.
• Lead large multi-participant customer calls, including hot escalations.
• Help customers deploy production applications to a variety of environments, whether public cloud or air-gapped.
• Suggest and implement improvements to Support workflows.
• Work in a dynamic and exciting technical environment with relentless focus on delighting our customers, partners and teammates.
• Demonstrate ownership of customer's concerns - assess impact, troubleshoot logically, engage relevant stakeholders, identify root cause and resolve them to the satisfaction of our customers.
• Communicate effectively with internal and external stakeholders. Collaborate with them to resolve customer escalations quickly.
• Manage time and work to meet or exceed operational goals.
• Learn cutting edge technologies and new product features.
• Partner closely with our customer success, sales and engineering teams to provide a world class customer experience.
• Act as a technical expert while providing customers with best practices to maximize usage of the Styra platform.
• Handle and prioritize customer escalations to ensure a timely resolution while keeping the customer informed.
• Manage multiple projects or support cases simultaneously
• Create internal and external knowledge base articles to enable customers and drive faster issue resolution times.
• Provide on-call and incident management availability during weekends and holidays as needed.
  
  

What You Bring To The Team

• At least 3 plus years of experience in a customer-facing technical support role.
• Experience resolving complex customer issues and prioritizing escalations.
• Experience with SaaS products and/or supporting SaaS based products.
• Strong technical background, preferably in access control or security solutions.
• Experience with SaaS and modern cloud-native technologies, such as CNCF ecosystem and major public cloud platforms (e.g. K8s, AWS, Azure, GCP)
• Experience managing requests via a ticketing platform
• Excellent communication and interpersonal skills to concisely explain complex technical scenarios to a range of customer roles
• Demonstrated ability to lead and mentor teams.
• Document technical knowledge in an internal/external knowledge database.
• Customer-centric mindset with a passion for delivering exceptional service.
• Experience with modern software development practices (ex: Agile, GitOps, CI/CD, configuration management, etc.)
• Familiarity with scripting or programming languages (e.g.Python, Java, shell scripting)
• Experience in the authorization, IAM, IAG, security, or related spaces
• Familiarity with Open Policy Agent and the Rego policy language
  
  

Successful Candidates May Also Have These Qualifications

• Golang programming experience
  
  

What We Offer

These are only a few highlights of the benefits and perks of working at Styra:

• Competitive salary and stock options
• Full medical coverage (health, dental, and vision)
• Phone & Internet reimbursement policy
• Flexible vacation policy
• Paid parental leave
  
  

For this role, the estimated base salary is $80,000 - $140,000. The final compensation package for this role will be determined during the interview process and is based on a variety of factors, including, but not limited to: location, skills, experience and training. This role is also eligible to receive equity, which is not listed in the salary range.

We at Styra recognize that people come with a wealth of experience and talent beyond just the requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to positions.

Please let us know if you require accommodations during the interview process.