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Technical Support Engineer Job in Sydney Recruiting by Lacework

Technical Support Engineer

🔖 Full Time

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Technical Support Engineer

at Lacework Sydney, New South Wales, Australia

At Lacework, we strive to provide a supportive, collaborative environment where people are empowered to do the best work of their careers.

Our team members enjoy solving complex problems, big sky thinking, and obsess over getting the details right. We love what we do and are proud of our work to secure clouds and container environments for thousands of users worldwide.

Lacework is looking for a Technical Support Engineer to provide technical leadership to both our customers and our wider Lacework organization. This person will be responsible for the triaging, debugging and solving issues that our customers encounter through the use of our platform. They will also be responsible for the technical customer relationship, becoming a trusted advisor and helping the customer achieve their goals, while advocating internally for their customers. This person is excited about joining a growing, high performing Cloud Security business and thrives in being part of a bold, fast paced, transparent and values-driven team.

Job Location - Australia (Remote)

Primary Responsibilities:

Provide in-depth technical support to Lacework customers

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 Lacework Polygraph platform

Identify bugs and gaps in the platform and work with engineering and product teams to resolve these issues

Advocate for the customer and their needs within Lacework

Handle and prioritize customer escalations to ensure a timely resolution while keeping the customer informed

Create internal and external knowledge base articles to enable customers and drive faster issue resolution times

Required Experience:

Previous experience in an enterprise technical support team or similar customer facing role

Strong written and verbal customer service communication skills

Experience resolving complex customer issues and prioritizing escalations

Experience with SaaS products and/or supporting SaaS based products

Experience with at least one cloud platform: AWS, GCP, Azure

Strong knowledge of Linux and/or Windows platforms with the ability to identify and resolve OS level issues

Strong knowledge of networking topics

Experience with reading/debugging at least one of the following languages: Java, Go, Python

Experience reading/debugging SQL

Experience with container and/or container orchestration technologies

Desire to learn new technologies and challenges they are presented with

Must be available to work some weekends/holidays

Nice to have:

Experience with cloud based security

Experience managing requests via a ticketing platform (Zendesk)

Experience with DevOps best practices, (CI/CD, builds, deployments)

Experience with IAC and automation technologies (terraform, chef, puppet, ansible, etc.)

AWS, Azure, GCP certifications

Lacework is an Equal Opportunity Employer. It is the policy of Lacework to provide equal employment opportunity to all persons, regardless of age, race, religion, color, national origin, sex, political affiliations, marital status, non-disqualifying physical or mental disability, age, sexual orientation, membership, or non-membership in an employee organization, or on the basis of personal favoritism or other non-merit factors, except where otherwise provided by law

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Are you authorized to work in the United States for Lacework, Inc? *

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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Lacework Privacy Policy *

When you engage with Recruiting or apply to a job on this site, the personal data contained in your application will be collected by Lacework, Inc. , which is located at 391 San Antonio Rd, Mountain View, CA 94040 and can be contacted by emailing Lacework’s privacy statement is available at:

By submitting your personal information to Lacework, you are confirming your express consent for this data to be processed by Lacework and its subprocessors as part of your application for employment with Lacework. Your personal data will be processed for the purposes of managing Lacework’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Lacework, which are the solicitation, evaluation, and selection of applicants for employment.

For California residents in the context of the CCPA, Lacework does not receive any personal information as defined in the CCPA (“CCPA Personal Information”) as consideration. Lacework will not collect, sell, or use the CCPA Personal Information except as necessary to process your application for employment with Lacework. Lacework does not sell and has not sold CCPA Personal Information within the preceding 12 months, as “sale” is defined in the CCPA.

The categories of personal information being collected include general employment application information and employment and education history information information typically found on a resume). These categories of information are used for the purposes of managing Lacework’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating, and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes.

Your personal data will be shared with Lacework’s subprocessor Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Lacework to help manage its recruitment and hiring process on Lacework’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Any transfer to Greenhouse Software, Inc. will be covered by the 2021 Standard Contractual Clause transfer mechanism in compliance with EU safeguards.

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