Senior Technical Support Engineer (Asia-Pacific) at Swimlane (Remote)

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Are you technically savvy, have a great personality, enjoy coding, and value teaching others "how to fish"? If so, Swimlane is seeking a Senior Technical Support Engineer in the Asia-Pacific region to provide enterprise-level support to our customers and partners. This is a very dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, integrate with engineering on various product issues, provide bug fixes, and contribute to projects revolving around customer tools, knowledge management, and growing use cases for the Swimlane platform.

This position is based in the Asia-Pacific Region- all qualified candidates should reside in region.

Key Responsibilities:
  • Be a player-coach to lead and mentor a team of smart and intuitive technical support engineers
  • Work directly with customers and partners to provide enterprise-level customer support
  • Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
  • Develop or expand tools to help troubleshoot issues that help improve customer experience
  • Implement bug fixes that greatly impact customers and/or the Support Team while incorporating Engineering's development process (i.e. unit tests, pull requests, code reviews, QA, etc.)
  • Reproduce customer issues and, if necessary, file bug reports, escalate cases to Engineering, and provide any necessary documentation
  • Gain a deep understanding of the Swimlane product
  • Conduct periodic on-call duties


Who we are and what we offer
Swimlane is a rapidly growing, innovative startup with a passionate team focused on improving IT security practitioners' lives through security automation and orchestration. At Swimlane, we work with a cutting-edge technology stack to create and distribute products that empower Security Operations teams to automate time-consuming and repetitive tasks, allowing them to focus on the advanced security activities that are most important to their work. We are headquartered in the Denver, CO metro area, but our employees span 23 states and six countries. We offer competitive salaries and benefits, along with a community-based culture of transparency and innovation. Become a Swimlaner today!

Here at Swimlane, our core focus is to Automate the World of Security and we strive to represent our five core values in all things we do:
  • Punch Above Your Weight Class - We make the most of our circumstances and constantly surprise and impress with our ability to deliver.
  • Be A Happy Innovator - The hard problems are the fun problems to solve, we're excited to take on difficult challenges and find creative solutions.
  • Always Be Leveling Up - We are continuously improving, embracing change, and consuming information to better ourselves and each other.
  • Move At The Speed Of WOW - We work with an extreme sense of urgency, but we never compromise quality.
  • Have Honesty And Integrity In 'All-The-Things' - We make decisions with the best of intentions, doing what is right for as many stakeholders as possible.


Key Requirements:
  • Live in the Asia-Pacific Region
  • 3-5 years experience in a Technical Support, Security Operations, Incident Response, Development, DevOps, or Sales Engineer capacity
  • Comfortable developing in a programming language of your choice (i.e. C#, Python, Java, Ruby on Rails, etc.)
  • Experience working with RESTful APIs
  • Comfortable troubleshooting Python and JavaScript
  • Comfortable working with Linux command-line
  • Use logical approaches to problem-solving and troubleshooting
  • Proactive insight and highly organized
  • Incredibly sound verbal and written communication skills, and relationship-building capabilities
  • Excellent time management skills with the ability to prioritize and organize issues effectively
  • Passionate about technology with a strong desire to work in a fast-paced environment
  • Works well as part of a team and contributes to continuous improvement

Preferred Skills (nice to have):
  • Basic familiarity with Docker and Kubernetes (K8s)
  • Basic familiarity with MongoDB, Shell Scripting, and Regex
  • Experience with enterprise cybersecurity tools (SIEM, EDR, Threat Intel, Proxy, etc.)


Swimlane is at the forefront of the growing market for security automation and orchestration solutions that automate and organize security processes in repeatable ways to get the most out of available resources and accelerate incident response. Swimlane offers a broad array of features aimed at helping organizations address both simple and complex security activities, from prioritizing alerts to remediating threats and improving performance across the entire operation.
This is a direct-contracted position.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • PythonLanguages
    • TypeScriptLanguages
    • D3JSLibraries
    • ngx-uiLibraries
    • ngx-datatableLibraries
    • ngx-chartsLibraries
    • Node.jsFrameworks
    • AngularFrameworks
    • ASP.NET CoreFrameworks
    • MongoDBDatabases
    • FigmaDesign
    • MiroDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • Craft CMSCMS
    • DocuSignCRM
    • OutreachCRM
    • SalesforceCRM
    • Salesforce CPQCRM
    • Salesforce PardotCRM
    • ZoomInfoLead Gen

An Insider's view of Swimlane

How would you describe the company’s work-life balance?

Swimlane has a family-friendly work environment with flexible working schedules and unlimited PTO. I am able to spend more time with my family and enjoy hobbies outside of work. Swimlane also organizes many company events such as volunteering, happy hours and group dinners all of which make me a happier and more productive person.

Xiaomei Grier

Office Manager and HR Assistant

What projects are you most excited about?

The Product Management team at Swimlane is tackling some of the toughest challenges in cyber security. The biggest problem we’re working to solve is finding the balance between power and approachability of a security orchestration platform. While some SOAR products are very approachable, they lack in the power our customers desire.

Christopher Fox

Senior Product Manager

How does the company support your career growth?

Since joining Swimlane I have had the opportunity to grow into multiple roles, growing from a lead developer into a director of engineering role. Swimlane is a company that invests in its employees and understands that their success is the company’s success.

Brant Wheeler

Senior Director of Engineering

How do you empower your team to be more creative?

Our vision for the future is where automation is not the realm of the individual or team, but an organization wide effort to harness the knowledge of everyone to action unprecedented amounts of security data, deliver previously unknown insights, and ultimately ensure organizations are more secure and compliant than ever before.

Cody Cornell

Chief Strategy Officer & Cofounder

What are Swimlane Perks + Benefits

Swimlane Benefits Overview

Swimlane has tons of perks and benefits! We're always working with cutting edge technology so there are many opportunities to learn and grow professionally. Swimlane also covers 100% of employee health benefits, offers opportunities for advancement, provides unlimited PTO, flexible work hours and remote work opportunities, not to mention 2 kegs and snacks in the kitchen as well as trivia afternoons every other month!

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
Promote from within

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