Associate Technical Support Engineer

About Our Client

The organization operates in the ICS/OT cybersecurity industry, focusing on defending industrial infrastructure essential to modern civilization such as water systems, electricity, and safe industrial environments. It addresses the critical challenge of protecting these systems from cyber threats by providing technology, threat intelligence, and services. The company functions with a remote-first culture across multiple regions including North America, Europe, the Middle East, and APAC.

About the Opportunity

The Associate Technical Support Engineer serves as the initial point of contact for customers needing assistance with cybersecurity products that protect critical infrastructure. This role is responsible for providing frontline support, resolving common issues, and ensuring customer concerns are addressed effectively. It plays a key role in maintaining the safety of essential services by supporting customers’ operational environments and facilitating issue resolution.

Responsibilities

• Serve as the primary contact for support requests via email, chat, phone, and ticketing systems.
• Triage cases by severity, troubleshoot, and resolve common issues using documented solutions.
• Utilize AI tools to expedite case handling while verifying outputs and maintaining case ownership.
• Escalate complex issues to higher support tiers while maintaining involvement and context.
• Document case details thoroughly including system information and troubleshooting steps.
• Support routine product upgrades, patches, and configurations following standard procedures.
• Contribute to and maintain the knowledge base using Knowledge-Centered Service practices.
• Participate in a team weekend on-call rotation approximately once a month.

Requirements

• 1-3 years of experience in technical support, IT, or customer-facing technical roles, or equivalent.
• Familiarity with Linux command line and core networking concepts or willingness to learn.
• Competence in using AI tools responsibly with sound judgment.
• Excellent communication skills, able to explain technical concepts clearly to varied audiences.
• Strong troubleshooting and problem-solving abilities.
• Self-motivated with a commitment to the mission of protecting critical infrastructure.

Pay Range and Compensation Package

Salary: $72,000
Competitive Equity Package
Comprehensive Benefits Plan

Benefits & Perks

• Medical insurance
• Dental insurance
• 401(k)

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.