Technical Customer Support Engineer - Security

Customer Issue Resolution

• Own inbound issues from first message to verified resolution
• Reproduce, diagnose, and explain what's actually happening, both internally and to our customers
• Triage severity honestly and set expectations customers can plan around
• Be the person customers want on the thread when something is broken

Debug & Root Cause Analysis

• Read logs, traces, API responses, and model outputs to find the actual cause, not the surface symptom
• Use SQL and internal tooling to verify hypotheses before pulling engineering in
• Reproduce integration issues across Jira, ServiceNow, GitHub, and Confluence
• Write up root cause clearly enough that engineering can ship the fix without a follow-up call

Bug Triage & Engineering Handoff

• File bugs in Linear that engineers want to pick up: clear repro, scoped impact, suggested area
• Distinguish between one-off customer config issues and systemic product gaps
• Surface patterns across tickets that should become roadmap conversations
• Closely track the status of each bug and communicate progress to customers

Support Infrastructure & Documentation

• Build the runbooks, internal docs, and customer-facing help content that prevent the next ticket
• Set up the tooling, dashboards, and alerting that make support a system rather than a scramble
• Define and track the metrics that matter (first response, time to resolution, reopen rate)
• Make the support function legible enough that the next hire can ramp in weeks, not months

Customer Trust

• Communicate with the calm specificity that earns practitioner trust
• Stay close to customers between incidents : know their workflows, their integrations, their pet peeves
• Make every interaction feel like the customer is the most important account we have, because they are