Customer Support Engineer

Role overview

Provide first-line technical support to customers and security researchers using a security platform. The role focuses on resolving routine technical questions, documenting repeatable solutions, and helping improve support operations while building technical skills with guidance from experienced colleagues.

Responsibilities

- Respond to customer and researcher questions through tickets, email, and video channels. - Resolve standard technical issues, escalating cases beyond the role’s scope when needed. - Use established workarounds to address recurring problems and document reusable guidance in a knowledge base. - Help refine support workflows and documentation to make issue resolution more efficient. - Seek coaching and feedback, building technical knowledge and increasing independence over time.

Requirements

- 0–2 years of experience in technical support, customer-facing work, or a technology-adjacent role. - Familiarity with command-line tools such as Bash, SSH, or grep. - Basic exposure to integrations or access concepts such as Jira, SAML, APIs, single sign-on, or two-factor authentication. - Strong written and verbal communication, with care for clear, professional documentation. - A solution-focused approach, good time management, composure under pressure, and a sense of urgency.

Nice to have

An interest in cybersecurity, vulnerability types, or ethical hacking.

Benefits and work setup

The role is fully remote and work-from-home. The source lists an annual base-pay range of $59,520–$74,400 and says the position may also be eligible for a discretionary bonus or commission plan.