Aembit Earns Prestigious Runner-Up Spot at RSA Innovation Sandbox Contest! Watch the Announcement

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Aembit wins the 2024 RSA Conference Innovation Sandbox contest! Read the news
RSAC™ Innovation Sandbox FINALIST 2024 banner
Aembit is an RSA Conference Innovation Sandbox finalist! Read the news

Head of Support

Aembit is a well-funded cybersecurity startup founded in late 2021. The company’s founders have a strong track record, having started several companies that were successfully acquired. We are focused on a new area in the hot identity space.

Aembit is hiring talented senior engineers to join our core engineering team. You’ll be a key member developing a high-quality culture in a new team, building a new product, scaling our cloud service, and solving challenging technical problems. Relevant technologies include Identity, Security, Networking, Cloud Infrastructure, Kubernetes, and Big Data Analytics.

Aembit is fully remote; this is an excellent opportunity for you to be impactful and develop a new security product for a large market from the ground up.

What You’ll Do at Aembit

Aembit is seeking a seasoned leader to build and operate our 24/7 support function from scratch. This pivotal “player/coach” role is essential for our company, as you will be directly responsible for ensuring our customers, who are security practitioners and engineers at global
companies, derive maximum value from our platform. Your mission will be to foster long-term, strategic partnerships with our customers, acting as both a trusted advisor and a problem solver.

The Opportunity

You will own the customer support experience to ensure customers are extremely happy and productive with Aembit’s products. . You will become an expert of Aembit’s product offerings and how they fit into complex customer environments, and you’ll provide high level technical support to our customers.

We use a lot of exciting technology. Our engineers are flexible about technology and pick the right tool for the job. More importantly we’d like you to have familiarity with the tools that are typically in our customer environments.

We’d Love to Hear From You if You Like

  • Being a customer’s hero. Understanding priority of requests, capturing the required details for a timely resolution and suggesting the best way of achieving a customer goal. You focus on response time and customer satisfaction.
  • Building from scratch and continually improving internal processes (including documentation and runbooks) to represent the “voice of the customer” within Aembit.
  • Joining a great company that is leading in tech and disruptive in its space.
  • Acquiring a deep knowledge of technologies and Aembit’s product suite. You will get to learn something new every day as we develop our products and services.
  • Working with people who inspire and being an inspiration for others. We are proud of our world-class culture, where people are encouraged to share ideas and learn from each other.

Typical Responsibilities

Your role will grow and evolve as we do, but you’ll be happiest here if you think and act like an
owner.

  • Ability to understand the problem statement and troubleshoot complex technical issues with ease, this may include outbound contact with customers for additional information and resolution.
  • Lead investigation and resolution of complex issues and escalations in a timely manner.
  • Work directly with Engineering and Product teams to resolve the customer issues.
  • Build the tools and processes and documentation/runbooks that allow us to service customers faster and more efficiently.

We’d Love to Hear From You if You Have

  • Overall work-experience of 5+ years in a Customer Service or software support role.
  • BSc/MSc in Computer Science, Engineering or other science subjects.
  • Experience deploying case management, knowledgebase, and reporting tools to scale
    and support your function.
  • Experience with AWS, Azure, and GCP; VM/Data Center experience nice to have.
  • Scripting (bash/linux) required; Python would be valuable.
  • Able to work with logs and build hypothesis to unfold complex problems.
  • RestAPIs experience.
  • Personal commitment to quality and customer satisfaction.
  • Can work independently, prioritize, and make decisions even when limited details are
    available.
  • Excellent written and verbal communication skills with the ability to to clearly articulate
    solutions to complex technical issues.

What We Offer

  • The salary range for this full-time position is from $150,000 to $180,000. It may vary depending on your interview performance and level.
  • Base salary is just one part of our total rewards package which additionally includes share options, performance bonus or commission for eligible roles, and competitive benefits. Ranges are based on function, level, location and are benchmarked against similar.
  • A remote working environment with flexible working hours to accommodate work-life balance
  • Competitive salary and benefits, including health, dental, and vision insurance.
  • Generous Employee Stock Options Program.
  • Flexible vacation and time off.
  • A small team with some of the best software engineers in the industry
  • Your contributions will be highly visible, impactful, and appreciated.

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