As a Technical Support Engineer, youll be the one making sure that all existing customers issues are properly and thoroughly handled by the various relevant stakeholders.
You will be working at a fast-paced startup, servicing global enterprise clients worldwide and enjoying a diverse, dynamic culture, building next generation cyber security technology.
Responsibilities
- Lead investigation and resolution of complex technical issues, performing deep root cause analysis across application, network, security, and platform layers.
- Use logs, APIs, telemetry, and AI-powered tools to troubleshoot product behavior and accelerate issue resolution.
- Partner closely with R&D and Product teams to reproduce issues, validate fixes, document defects, and improve product quality.
- Own critical customer escalations, driving communication, coordination, and timely resolution.
- Participate in customer meetings to provide technical guidance, explain findings, and support resolution plans.
- Act as a technical focal point for customers and internal teams on product, integration, and security-related topics.
- Identify recurring issues and recommend improvements to product functionality, support processes, and automation.
- Create and maintain knowledge base articles, troubleshooting guides, and technical documentation.
- Support onboarding, training sessions, and knowledge sharing across teams.
Requirements: - 3+ years of experience supporting enterprise SaaS, cybersecurity, or cloud platforms.
- Strong understanding of web and network security concepts.
- Proven ability to perform deep technical investigations and drive issues to resolution.
- Experience working directly with Engineering and Product teams on complex technical problems.
- Hands-on experience with log analysis, APIs, troubleshooting, and system diagnostics.
- Familiarity with AI-assisted troubleshooting or code analysis tools.
- Strong understanding of SaaS architectures, integrations, and cloud environments.
- Excellent communication skills and ability to explain technical concepts to diverse audiences.
- Customer-focused mindset with strong ownership and prioritization skills.
- Previous startup experience is required.
- Fluency in English.
This position is open to all candidates.