Senior Solutions Support Engineer

Accountabilities: Investigate and resolve complex customer issues across cloud security posture management, vulnerability scanning, threat detection, container and Kubernetes security, identity and access management, network analysis, and data security. Troubleshoot cloud integrations and connectors across AWS, Azure, GCP, OCI, and SaaS platforms, including IAM and permissions, network connectivity, API authentication, and scanning infrastructure. Diagnose workload scanning and runtime security issues involving deployment components, sensors, container and registry scanning, malware detection, and file integrity monitoring. Analyze vulnerability findings by investigating false positives, validating detection accuracy, reviewing SBOM and SCA results, and assessing secret detection and patch management coverage. Support shift-left security workflows involving CI/CD security scanning, Infrastructure-as-Code security, admission controllers, Kubernetes connectors, and code or version-control scanning. Use Linux, command-line tools, APIs, logs, application behavior, and code-level debugging to identify root causes and develop effective technical solutions. Design and implement automation that improves support scalability, including AI agents, agentic workflows, and other tools that increase triage accuracy and resolution efficiency. Collaborate with customers and internal technical teams to communicate findings, explain solutions, and drive complex issues toward resolution. Participate in an on-call rotation providing after-hours, weekend, and holiday technical support when required. Continuously identify opportunities to improve troubleshooting processes, documentation, automation, and overall support quality. Requirements 5+ years of hands-on technical experience in customer support, technical support, systems administration, solutions engineering, or another customer-facing technical role. 2+ years of experience working with major cloud platforms such as AWS, Azure, or GCP, including IAM, networking, VPCs, security groups, firewalls, compute, and storage services. At least 1 year of practical experience deploying, managing, and troubleshooting production Kubernetes clusters and containerized applications. Strong understanding of cloud security principles, including identity and access management, network segmentation, compliance frameworks, security posture management, and cloud security assessment. Ability to read, understand, and troubleshoot code or configuration in one or more technologies such as Python, Shell, JavaScript/JSON, Java, Go, or Terraform/HCL. Strong proficiency with Linux environments and command-line troubleshooting tools. Familiarity with the current AI ecosystem, including LLM architectures and the application of AI-powered tools within technical workflows. Strong analytical and troubleshooting abilities, with the capacity to investigate complex issues spanning multiple technologies and infrastructure layers. Excellent communication and customer-facing skills, with the ability to explain technical problems and solutions clearly to different audiences. Experience with vulnerability management, SBOM/SCA analysis, or CVE triage is an advantage. Hands-on exposure to threat detection, runtime security, SIEM/SOAR integrations, or related security operations is desirable. Experience building or supporting agentic workflows, RAG architectures, or AI-powered automation is a plus. Familiarity with Infrastructure-as-Code tools such as Terraform, CloudFormation, or Helm and with CI/CD pipelines is beneficial. Experience debugging or integrating GraphQL or REST APIs is advantageous. Knowledge of security and compliance frameworks such as CIS, NIST, SOC 2, PCI-DSS, or HIPAA is a plus. Experience using support and ticketing platforms such as ServiceNow, Jira, or Zendesk in a technical support environment is desirable. Legal authorization to work in India without requiring visa sponsorship. Benefits Remote working opportunity from India. Opportunity to work on complex cloud-native security challenges across major public cloud environments. Exposure to advanced cloud security, Kubernetes, vulnerability management, runtime protection, and AI-driven technical operations. Opportunity to build and implement AI-powered automation and agentic workflows that improve technical support at scale. Collaboration with a global team of experienced technical and security professionals. Opportunity to develop expertise across cloud infrastructure, application security, security operations, and customer-facing engineering. Participation in meaningful technical projects with opportunities to improve support processes, tooling, and automation. A dynamic environment focused on continuous learning, technical innovation, and solving complex customer problems.