Technical Support Engineer

About the role

The TECHNICAL SUPPORT ENGINEER role involves serving as a key technical contact for enterprise customer support cases. The position is responsible for troubleshooting, replicating, and resolving complex technical issues, contributing to root cause analysis, and collaborating across teams to enhance customer experience and product reliability. This role supports the organization's mission by ensuring customers effectively use the exposure validation platform.

Responsibilities

• Act as technical point of contact for support cases, managing issues through to resolution
• Build and maintain customer environments to replicate and diagnose issues
• Own escalations and collaborate with senior engineers on high-priority cases
• Participate in root cause analysis and process improvement recommendations
• Develop and maintain knowledge base articles and contribute to internal training
• Work closely with engineering, technical operations, product management, and QA teams

Requirements

• 2–5 years of technical support experience in cybersecurity or SaaS environments
• Working knowledge of MITRE ATT&CK framework and detection engineering concepts
• Hands-on experience with SIEM, EDR, firewalls, threat intelligence, or vulnerability management tools
• Proficient troubleshooting across cloud platforms (AWS, Azure, GCP) and on-premises systems (Windows, macOS, Linux)
• Strong problem-solving skills including log analysis and networking fundamentals
• Familiarity with case management and ticketing systems such as Salesforce and Jira
• Experience supporting enterprise customers with clear and timely communication

Benefits

• Health, dental, and vision insurance
• Generous parental leave
• Monthly phone and internet stipend
• Learning and development stipend
• Competitive employee referral bonus program
• Fully remote work and flexible PTO

Pay

Base salary range: $110,000 - $135,000 per year