Job Description

Position Overview

• Location Type: Remote
• Employment Type: Contract
• Salary: (Not provided in the text)

StrongDM is a company focused on Secure Access and Zero Trust, specializing in Privileged Access Management (PAM) solutions. They have a high customer retention rate (98%) and emphasize a culture built around values like "We embrace the mission, We pursue mastery, We win together." The role focuses on providing technical support and guidance to customers using StrongDM products.

Responsibilities

• Track and address customer issues through the entire support lifecycle (logging, reproduction, resolution).
• Communicate regularly with customers via written updates and live screen share sessions.
• Provide guidance on DevOps concepts, including infrastructure architecture across cloud and on-premise environments, IT operations, security, and development technologies and processes.
• Learn and deploy new technologies as part of prototyping and reproducing reported issues.
• Author and update customer documentation, internal onboarding documents, and customer-centric blog posts.

Requirements

• Familiarity with databases (e.g., MSSQL, Oracle).
• Experience with Windows, networking, Active Directory, and PowerShell.
• Experience with troubleshooting techniques.

Additional Information

• Work Schedule: Standard shift in the Eastern Time (ET), with an on-call weekend rotation.
• Team Culture: Tight-knit, collaborative group of engineers who thrive on challenges.
• Support Focus: Dedicated to providing excellent customer support ("TLC").
• Development Opportunities: Includes time for learning and development, repro environments, consulting with engineering and product, and creating documentation/blog posts.