Job overview and responsibility

Do you want to work in a remote, fully distributed, fast paced environment and join top talents from all around Asia to help us build the best continuous security product out there?

GuardRails is looking for an experienced and talented Support Engineer L2 to join our team! As our Support Engineer L2, you will be working with a team of highly skilled and experienced engineers. GuardRails is supporting a growing number of users from all over the world and you will play an important role in ensuring that we ship high-quality products on time.

You are a perfect mix between a talented software engineer and a SRE and you have a passion for problem solving. You like automation and have great communication skills.

You will be our first line of defense, directly interfacing with our customers and handling support requests, understanding and helping fix their issues but also proactively contribute in improving the overall resiliency of the system.

You are a highly motivated, experienced, and well organized Support Engineer who takes pride in the work you do.

Required skills and experiences

  • You handle incoming support requests and are able to resolve most issues with the help of our internal handbook but you can also provide a first level of troubleshooting and a full root cause analysis to understand the origin of an issue
  • You prioritize, schedule and escalate issues (when required) to the appropriate team
  • You record, track and document support requests and problem-solving process, including all successful/unsuccessful decisions made and actions taken through to final resolution
  • You also participate in improving the product's overall quality and resilience by improving the monitoring system, as well as building internal tools (health check, etc…)
  • You proactively identify areas of risks in the product and share suggestions and best practices with the engineering team
  • You proactively identify repetitive tasks which allows you to automate them
  • You lead postmortem incidents and ensure with the team that we learn from every product issues
  • You are self-motivated, organized, creative, respectful, with a high level of integrity and ethics
  • You have a good command of English

Good to have

  • Solid experience as a software engineer (Golang, NodeJS, Python)
  • Good understanding of K8S
  • Great communication as well as writing skills
  • A passion for automation and well monitored systems
  • Great problem solving skill

How you’ll make an impact

  • You will have the opportunity to apply your technical skills to our platform and help automating issue prevention and create health checks that will identify our most common issues without manual work
  • Your passion for understanding how things work under the hood will help you quickly assess and understand where issues are coming from and as a result solve our most pressing client issues
  • Your suggestions, past experiences and proactivity will have a direct impact on how we shape our product
  • Your expertise will be valuable to your teammates, it’ll help your whole team improving and delivering high quality software

What we offer

  • Fully Remote Organization, with flexible work hours, we are outcome-focused
  • High impact environment, ability to make a difference. You are not just a number
  • Employee Stock Option Program
  • Mac laptop and external monitor
  • Remote-friendly tool allowance
  • Health insurance
  • Gym allowance, Internet allowance, Educational allowance