Technical Support Engineer

About the role

Brinqa is the leading provider of unified cyber risk management and security analytics. We help our customers' cyber security and technology teams discover, prioritize, and treat the most important risks based on real-time risk analytics, automated risk assessments, and remediation. We are seeking a Technical Support Engineer who will be responsible for investigating and resolving complex technical issues for our enterprise customers.

Responsibilities

• Own resolution of technical issues for a portfolio of enterprise customers, from first response through final resolution - with the timeliness, diligence, and follow-through that keeps customer trust high and commitments met.
• Serve as the primary point of accountability for your accounts, communicating clearly and proactively with customers and internal stakeholders, especially on the toughest or most sensitive issues.
• Investigate and resolve complex, ambiguous production issues independently, partnering with Engineering and other teams when an issue needs to go beyond your desk.
• Take ownership of minor-to-moderate configuration changes within customer environments, using our internal knowledge base, tooling, and your own technical judgment to move quickly and confidently without waiting on escalation.
• Write clear, professional incident summaries and root-cause explanations that customers and leadership can act on with confidence.
• Act as an initiator and advocate for AI-assisted ways of working - proactively bring new tools and ideas to the team rather than waiting to be asked, and help others adopt what works.
• Contribute to a culture of continuous improvement, sharing what you learn so knowledge doesn't stay siloed with one person.
• Represent the voice of the customer internally, helping the business prioritize the issues that matter most to them.

Requirements

• At least 3+ years in a technical, customer-facing support or implementation role supporting enterprise B2B SaaS customers.
• Strong problem-solving instincts and the ability to work through ambiguous, high-stakes issues independently and with sound judgment.
• Excellent written and verbal communication - comfortable delivering both good news and hard news to enterprise customers with professionalism and clarity.
• Experience with graph databases (e.g. Neo4j), NoSQL data stores, or distributed SQL systems (e.g. Yugabyte), and general comfort working within modern SaaS applications.
• Working knowledge of Groovy or another object-oriented programming language, with the ability to read, navigate, and make minor-to-moderate code changes.
• Experience partnering with Operations/infrastructure functions to resolve issues that go beyond the application layer.
• Experience working with REST APIs and API-testing tools such as Postman.
• Experience reproducing reported issues, documenting clear reproduction steps, and partnering with Engineering through final resolution.
• Experience testing and validating code changes, bug fixes, product features, and customer-specific configurations before deployment.
• A genuine interest in AI and automation as a way to work more efficiently, with a track record (or clear enthusiasm) for adopting or researching new tools into a team rather than waiting for them to be handed down.
• A strong sense of ownership and reliability - customers and teammates know that if it's on your plate, it's being handled.
• Comfortable operating in a fast-paced, high-accountability environment where customer trust and commitments matter.

Qualifications

• BS in Computer Science, Computer Engineering, Information Technology, or a related discipline is preferred.
• IDEALLY Background in cybersecurity, GRC, or vulnerability management.
• Experience mentoring or upskilling teammates on new tools or ways of working.
• Prior experience in a hybrid support/technical-implementation capacity.

Benefits

Brinqa is committed to promoting Equal Employment Opportunity (EEO) at Brinqa - through all equal employment opportunity laws and regulations at the international, federal, state and local levels.