Description
About Swimlane:
Swimlane is a rapidly growing, innovative startup with a passionate team focused on improving the lives of IT security practitioners through security automation and orchestration. At Swimlane, we work with a cutting-edge technology stack to create and distribute products that empower Security Operations teams to automate time-consuming and repetitive tasks, allowing them to focus on the advanced security activities that are most important to their work. We're headquartered in the Denver, CO metro area, but our employees span 23 states and 6 countries. We offer competitive salaries and benefits, along with a community-based culture of transparency and innovation. Become a Swimlaner today!
Technical Support Engineer:
Are you technically savvy, have a great personality, like to tinker with code, and enjoy teaching others "how to fish"? If so, Swimlane is seeking a Technical Support Engineer to provide enterprise-level support to our customers and partners. This is a dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, interface with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management, and growing the use cases for the Swimlane platform.
Location:
Fully Remote - United States
Requirements
Key Responsibilities:

• Work directly with customers and partners to provide enterprise-level customer support
• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
• Develop or expand tools to help troubleshoot issues that help improve customer experience
• Reproduce customer issues and, if necessary, file bug reports, escalate cases to Engineering, and provide any necessary documentation
• Provide outstanding customer service and maintain customer relationships with Swimlane clients
• Gain a deep understanding of the Swimlane product

Key Requirements (must have):

• 2-3 years experience in Technical Support, Security Operations, or Incident Response capacity
• Comfortable troubleshooting Python and JavaScript
• Comfortable working with Linux command-line
• Comfortable working in Windows Server environments
• Use logical approaches to problem-solving and troubleshooting
• Proactive insight and highly organized
• Incredibly sound verbal and written communication skills, and relationship-building capabilities
• Excellent time management skills with the ability to prioritize and organize issues effectively
• Passionate about technology with a strong desire to work in a fast-paced environment
• Works well as part of a team and contributes to continuous improvement

Preferred Skills (nice to have):

• Basic familiarity with Docker and Kubernetes (K8s)
• Basic familiarity with MongoDB, Shell Scripting, and Regex
• Experience working with RESTful APIs
• Experience with enterprise cybersecurity tools (SIEM, EDR, Threat Intel, Proxy, etc.)

What We Offer:
In order for you to take care of yourself both professionally and personally, we offer a total rewards package that includes a number of great benefits, including:

• Medical, dental, and vision coverage paid by Swimlane at 100% for employees & 50% for dependents
• 401(k) plan participation with 3% Company safe harbor contribution & 100% immediate vesting
• Unlimited PTO & 11 Company paid holidays
• Company-paid short-term disability, long-term disability, basic life insurance, and AD&D
• Health Savings Account (HSA) for eligible plan participants
• Company-sponsored training & professional development opportunities

Here at Swimlane, we strive to represent our five core values in all things we do:

• Punch above your weight class - We make the most of our circumstances and constantly surprise and impress with our ability to deliver.
• Be a happy innovator - The hard problems are the fun problems to solve, we're excited to take on difficult challenges and find creative solutions.
• Always be leveling up - We are continuously improving, embracing change, and consuming information to better ourselves and each other.
• Move at the speed of WOW - We work with an extreme sense of urgency, but we never compromise quality.
• Have honesty and integrity in 'all the things' - We make decisions with the best of intentions, doing what is right for as many stakeholders as possible.