Technical Support Engineer (LatAm)

Short facts about us:

• We are a global remote-first team of 100+ people on 4 continents and in 10+ countries.
• We have been protecting our clients since 2014.
• The company has raised over $10M in investments.
• More than 200 customers around the world, including Fortune 500, Nasdaq, and high-growth startups choose Wallarm to protect their API and web applications.
• The company passed Y Combinator, the most prestigious incubator in Silicon Valley, from which Dropbox, Stripe, Docker, etc. came out.

Our product:

Wallarm API security solutions provide proven performance to support innovative companies serving millions of users and billions of API requests per month. Hundreds of Security and DevOps teams globally use Wallarm daily to:

1. Discover. See every asset across your entire attack surface—from cloud environments to every API endpoint with auto-discovery capabilities.

2. Protect. A single suite that goes beyond OWASP Top 10 for full coverage for API specific threats, account takeover, malicious bots, L7 DDoS, and more.

3. Respond. Streamline incident response with complete visibility, smart triggers, and active threat verification.

4. Test. Automate security testing of your APIs and web assets. Prioritize remediation for every asset, in every environment.

Our technology stack:

• The system management interface is written in React and is a Single Page Application. Therefore, backend teams are not engaged in layout, but only API development.
• For backend development, we use Ruby and Golang
• Some components and modules are written in Python (Data Science/ML). But mostly Python is used by the QA department for developing integration autotests.
• Cloud deployed with Kubernetes/Helm and Terraform
• Main frameworks used: Ruby On Rails (API only)/Sinatra; gin for Golang
• Main databases used: PostgreSQL, Elasticsearch, Riak/S3, Tarantool, and Redis

In this role you will:

• Providing technical support to customers, partners, and employees of Wallarm
• Deployment and configuration of Wallarm products
• Online calls with our customers for troubleshooting and training
• Testing Wallarm products, opening bug tickets for our developers
• Collecting feedback from our customers, opening feature requests for our product managers
• Assistance in the operation and management of the cloud part of Wallarm products
• Writing how-to and troubleshooting articles for the Wallarm Knowledge Base
• Proactive support for our biggest clients
• Management of test environment
• Participation in the development of the company's product line
• Providing reports to management

• Knowledge and practical skills in installing and configuring Linux operating systems CentOS, Ubuntu, and Debian at an advanced user level.
• Ability to configure network settings and Linux OS routing
• Ability to work with system services and system logs of Linux OS
• Understanding the main points of information security in the network and web applications
• Knowledge of Nginx and HTTP protocol
• Knowledge of the seven-layer OSI model, networking rules, routing principles

Will be a plus:

• Experience in technical support in a hosting company, technical integrator or vendor.
• Scripting skills in Bash, Perl, Ruby or Python
• Experience with Cloud environment
• Experience with Kubernetes, Ansible, and Docker
• Cybersecurity knowledge

What we offer:

• Ability to work on a product that makes the Internet safer
• Completely remote work
• Shift hours: 15:00 - 23:00 EST, Sunday - Thursday
• Competitive salary
• Paid days off
• Medical insurance
• Working equipment