Support Engineer

Key Responsibilities

Customer Issue Resolution

• Serve as the primary technical escalation point for customer issues.
• Investigate, reproduce, and resolve platform, integration, and data-related challenges with urgency and ownership.

Technical Troubleshooting & Root Cause Analysis

• Analyze logs, APIs, configurations, and workflows to identify root causes.
• Partner with Engineering to validate fixes and ensure high-quality resolutions.

Integration & Implementation Support

• Support customers with API integrations, SSO/SAML setup, data ingestion pipelines, and security tool ecosystem connections.
• Provide clear technical guidance and documentation.

Support Operations & Process Building

• Establish ticketing workflows, SLAs, and escalation paths.
• Create scalable processes, knowledge base articles, and internal playbooks to reduce repeat issues and improve response times.

Cross-Functional Collaboration

• Work closely with Technical Account Management and Sales Engineering during onboarding and expansion to ensure technical adoption and smooth handoffs.

Customer Insights & Product Feedback

• Surface recurring issues, feature gaps, and field insights to Product and Engineering to influence roadmap prioritization and improve platform reliability.

What We’re Looking For

Experience & Ownership

• 2–5+ years in Technical Support, Support Engineering, Solutions Engineering, or a related customer-facing technical role in SaaS.
• Experience owning complex technical issues end-to-end.

Cybersecurity or Enterprise SaaS Exposure

• Experience supporting security platforms, GRC tools, IT infrastructure, or data-driven SaaS products is strongly preferred.

Technical Fluency

• Comfortable working with APIs, logs, JSON payloads, SSO (SAML/OIDC), and integration troubleshooting.
• Ability to navigate technical documentation and reproduce customer environments.

Startup Agility

• Experience in early-stage (Seed–Series C) or high-growth environments.
• Comfortable building processes from scratch and operating with ambiguity.

Communication Excellence

• Able to clearly translate technical findings into concise updates for both technical and non-technical stakeholders.
• Strong written documentation skills.

Ownership & Bias for Action

• Self-starter who thrives in fast-paced environments, takes initiative, and is motivated by delivering exceptional customer outcomes.

Nice-to-Haves

• Familiarity with SIEM, SOAR, IAM, or SAT platforms.
• Hands-on scripting experience (Python, JavaScript, or similar).
• Experience with support tooling (Zendesk, Jira, Intercom).
• Security certifications (Security+, CCSP, CCSK, CISSP).

Compensation

• Estimated salary range: $120,000 – $160,000/year.
• Total compensation may also include equity and other potential incentives.