Senior Support Engineer - US

Location: USA - 100% remote, East Coast Preferred

Akeyless Security delivers a cloud-native SaaS platform that integrates Vaultless Secrets Management with Certificate Lifecycle Management, Next Gen Privileged Access Management (Secure Remote Access), and Encryption Key Management to manage the lifecycle of all machine identities and secrets across all environments. 

Trusted by Fortune 100 companies and industry leaders, Akeyless is redefining identity security for the modern enterprise, delivering the world’s first unified Secrets & Machine Identity platform designed to prevent the #1 cause of breaches - compromised identities and secrets. Backed by the world’s leading cybersecurity investors and global financial institutions including JVP, Team8, NGP Capital, and Deutsche Bank. 

Role Overview:

We’re looking for a Senior Support Engineer with strong system administration and troubleshooting skills to join our growing team. You’ll work directly with customers to investigate and resolve technical issues related to the Akeyless platform. This includes working across a variety of environments from Linux systems and Kubernetes clusters to IAM integrations and secure access workflows.

You’ll act as a key technical contact in helping customers maintain operational stability and get the most out of their deployment.

Key Responsibilities:

• Investigate and resolve support cases involving the Akeyless SaaS platform, including secret access, authentication issues, certificate workflows, and remote access.
• Reproduce customer issues by building and managing test environments using Linux, Docker, Kubernetes and related tools.
• Analyze logs and platform behavior to isolate root causes and deliver actionable solutions.
• Support customers with secure configuration and best practices.
• Work closely with engineering and product teams to escalate bugs or complex issues, validate fixes, and advocate for customer needs.
• Contribute to internal tooling, team processes, and customer-facing knowledge base articles.
• Be available to support critical issues outside of core hours, as needed.
• Develop runbooks to streamline troubleshooting and improve the customer experience.

• 4+ years of experience in technical support, DevOps, System Administration, or a similar customer-facing technical role.
• Solid hands-on experience managing Linux-based systems in production environments.
• Proficiency with Kubernetes, Terraform, Docker, and shell scripting.
• Working knowledge of IAM concepts, authentication protocols, and API interactions.
• Experience with at least one major cloud provider (AWS, Azure, or GCP).
• Proficiency with networking, TLS/SSL, and system-level debugging (logs, processes, permissions).
• Strong analytical and troubleshooting skills with the ability to independently drive root cause analysis.
• Excellent written and verbal communication skills in English.

Preferred Qualifications:

• Experience supporting SaaS platforms or security-focused products.
• Exposure to cybersecurity domains such as: Identity Providers (Okta, Ping), Secrets and Certificate Management (PKI, KMS, CMS), Zero Trust Architecture (ZTA) and Privileged Access Management (PAM), Hardware Security Modules (HSM)
• Familiarity with DevOps and automation tools (CI/CD, Terraform, Ansible, etc.).
• Scripting or light programming skills (Python, Bash, or similar).
• Experience working directly with enterprise customers in a production critical environment.

Base salary: $120K-$140K

In addition: Company Stock Options + Benefits

The compensation package depends on experience