# Support Engineer

**Company:** [Fable Security](https://hotfix.jobs/companies/fable-security)
**Location:** San Francisco, CA
**Role:** Support Engineering
**Salary:** $120k – $160k/yr
**Experience:** 2+ years
**Skills:** APIs, Logs, JSON, SSO, SAML, OIDC, SIEM, Soar, IAM, Python, JavaScript, Zendesk, Jira, Intercom
**Posted:** 2026-02-21

> Own end-to-end technical support for customers of a human risk security platform, troubleshooting complex issues with logs, APIs, integrations, and SSO. Collaborate with engineering and product teams to resolve problems and scale support operations. Requires 2-5+ years in customer-facing technical roles.

## Job Description

## 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.

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