Valence enables security teams to find and fix SaaS risks. As SaaS complexity and distributed management present security challenges, the Valence SaaS security platform provides unparalleled and actionable insights into configuration, identity, data, SaaS-to-SaaS integration, and GenAI risks. The Valence platform offers comprehensive SaaS security posture management (SSPM), risk remediation, and identity threat detection and response (ITDR). Valence’s unique remediation by choice capabilities allow security teams to leverage manual remediation, automated workflows, and business user collaboration to scale their risk reduction and proactively secure their SaaS. Leading organizations leverage Valence to empower their business to securely adopt SaaS.
We are seeking our first full time support engineer dedicated to supporting our customers. Due to the growth we have experienced over the past year, we are now looking to scale our customer support practice. The goal is to enhance our customers’ experience while also providing much needed support for our Customer Success and Engineering/Product teams. The ideal candidate will own kicking off our support practices, molding our playbooks and improving our overall customer experience. They will work closely with engineering while being self-sufficient at first tier support tools such as logging, ticketing, knowledge bases, reproduction environments, and the Valence platform itself.
If you are a self-motivated and results-driven individual with a passion for delivering innovative products and solutions in the SaaS security industry, we encourage you to apply for this exciting opportunity.*Monitoring customer communications for reports of product issues and technical questions.
- Triage incoming issues, follow up with owners, and making sure customers get timely updates and resolution to their technical issues
- * Resolve repeated issues independently
- * Monitor all automated communication feeds and alerts to make sure customers are notified proactively about issues that might affect them
- * Monitor all engineering escalated issues and make sure all follow up steps are communicated, and in a clear and concise manner
- * Create formalized processes, documentation and collateral around problem solving
- * Following up with product and engineering post mortem to provide feedback on self-serve issue resolution capabilities, such as exposing errors, and missing use cases
- * Improving the products self-serve issue resolution by improving error messages, improving documentation around issues
- * As the first technical support engineer, be independent and act as a team of one: overcommunicate, work transparently, and report status in a timely and concise manner
- * 3+ years of experience in support roles for SaaS platforms, half in technical support
- * Working hours are 3 days a week Israeli business hours, twice a week 1:20pm-10pm
- * Experience in operating logging platforms - must. Experience with ADX - plus
- * Experience with Jira and Zendesk - plus
- * Strong analytical, prioritization and problem-solving skills
- * Excellent communication and collaboration skills
- * Prior experience with cybersecurity products is an advantage
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