Offer summary

Qualifications:

Familiarity with databases such as MSSQL and Oracle, as well as Windows and networking., Experience in troubleshooting techniques and providing solutions to customer issues., Knowledge of cloud providers like Azure and security tooling processes., Strong written and verbal English skills, with experience in technical writing..

Key responsabilities:

Track and address customer issues throughout the support lifecycle.

Communicate regularly with customers through written updates and live sessions.

Provide guidance on DevOps concepts and infrastructure architecture.

Author and update customer documentation and blog posts.

Job description

StrongDM is driven by a clear mission: Secure Access, Zero Trust.

We design products and solutions that reflect this commitment, transforming the way organizations manage privileged access across their critical infrastructure. By leading with Zero Trust Privileged Access Management (PAM), we help our customers achieve secure, dynamic, and fine-grained control over access to their most sensitive resources. This focus on security has earned us an industry-leading 98% customer retention rate.

Once a customer, forever a fan. That's our goal.

When you work at StrongDM, you join a team committed to solving today’s security challenges with technology that works and customers who trust us to protect their most critical assets.

If you ask anyone at StrongDM, you’ll find that our values truly guide everything we do—from how we innovate to how we treat each other. These values are the foundation of our culture and define who we are as a company. It may sound cliché, but we’re onto something great—and G2 agrees.

We embrace the mission

We pursue mastery

We win together

These are the principles we embody as an organization. They influence how we work as individuals and teams, and what we look for in candidates who join us. We’re glad you’re here! If this sounds like an environment where you’d thrive, read on.

You are a curious technologist and determined troubleshooter who can successfully empathize with the customer and assist them in maintaining and expanding their StrongDM environment. As one of the most established teams in the company, support is near and dear to our hearts.Championed by executive leadership, Customer Success, and Sales, our support engineers get the love and resources they need to solve the thorniest issues. Work a standard shift in the ET, with an on-call weekend rotation. The ticket load allows Customer Engineering to provide the TLC our customers deserve. Add in some time for learning and development, repro environments, consulting with engineering and product, documentation, blog posts, and you won’t be only closing tickets. We are a tight-knit, collaborative group of engineers who thrive on taking on new challenges every day. Come join us!

What You'll Do

Track and address customer issues through the entire support lifecycle, from logging to reproduction to resolution

Communicate regularly with customers via written updates and live screen share sessions

Provide guidance on DevOps concepts, including infrastructure architecture across cloud and on-premise environments, IT operations, security, and development technologies and processes

Learn and deploy new technologies as part of prototyping and reproducing reported issues

Author and update customer documentation, internal onboarding documents, and customer-centric blog posts

Requirements

Familiarity with databases (i.e. MSSQL, Oracle) Windows, networking, Active Directory, and PowerShell

Experience with troubleshooting techniques and providing solutions to customer issues

Experience or familiarity with the following cloud providers: Azure

Experience with Security or Infrastructure tooling and processes (Splunk, Crowdstrike, EDRs, cloud-native security tools)

Ideally experience or familiarity with Kerberos, Go, Terraform, and Ansible

Prior experience working remotely with a largely US-based or completely distributed team

Experience interacting with clients and customers

Confident voice in technical writing and strong written and verbal English language skills

Lives in or willing to work in GMT +2 Timezone shift