Who are we?
With $36M in seed funding and customers from Fortune 500 companies such as Costco and Repsol, Orchid Security is already on an exciting journey to deliver the next infrastructure layer in the security space. Behind our platform are advanced technologies, including Large Language Models (LLMs), enabling Orchid to provide unprecedented insight and action for enterprise identity security.
Core mission
We are seeking an experienced Support/Delivery Engineer who understands the challenges organizations face when implementing and integrating cloud technologies with existing on-premise or hosted application servers. This role requires technical depth, a customer-first mentality, and the initiative to own and resolve customer issues. The engineer should be able to provide project management and deployment services while thriving in a dynamic, fast-growing environment that values continuous learning..
What will you do?
A Technical Support/Delivery Engineer (TSE) serves as the primary point of contact for all support-related issues for Orchid Security customers. Acting as the voice of the customer, a TSE ensures technical support and best practice guidance are provided within published Service Level Agreements (SLAs).
● Take full ownership of customer issues, from initial troubleshooting to root cause identification and final resolution.
● Exceed customer expectations in response quality, timeliness, and overall experience.
● Provide clear, reliable guidance—both technical and non-technical—to help customers deploy, integrate, and maintain the Orchid solution.
● Act as the primary contact for customer matters, ensuring swift issue resolution.
● Document and report product bugs to Engineering, based on customer-impacting issues.
● Serve as a subject matter expert for Orchid tools within the support team.
● Maintain and contribute to the support knowledge base, fostering a culture of collaboration and knowledge sharing.
● Keep abreast of emerging technologies, industry trends, and best practices in IGA, IDP, IAM, and PAM technologies.
● Think creatively to improve processes and develop innovative ways to provide exceptional customer support.
● Advocate for customers by ensuring timely problem resolution, understanding their environment, and recognizing business impacts.
Who are you?
● 5+ years of customer support, technical support, system administration, or related customer-facing role
● BA/BS/MS in Computer Science, Management Information Systems, or related discipline, or relevant professional experience.
● Prior experience providing support to large enterprise customers preferably with customer management interaction.
● Cross-platform OS knowledge Mac OS X, Linus and Windows (Server/Desktop)
● Ability to learn new technologies and adapt quickly
● Excellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person.)
● Ability to work independently with little direct supervision and as a part of a team. Excellent analytical and organizational abilities. Ability to remain calm, composed, and articulate when dealing with tough customer situations.
● Experience documenting customer issues via SFDC or a similar CRM ticketing system
● Experience translating customer issues into engineering centric reports via JIRA or other bug reporting systems
● Broad knowledge of, and experience in, fundamental information security concepts.
● Experience with REST APIs and ability to write basic scripts
● Experience troubleshooting Web apps and an understanding of how a web app authentication works
Why Join Orchid Security? 🚀
