Technical Support Engineer (NXJ-220)

Role overview This Technical Support Engineer role investigates complex customer problems for a business-to-business cybersecurity platform that assesses third-party security risk. The work combines hands-on troubleshooting of APIs, logs, networking, and security configurations with clear communication to enterprise customers and actionable escalation of potential product issues.

Responsibilities - Find root causes of technical issues by examining logs, error messages, and monitoring data. - Reproduce REST API problems with Postman, interpret API logs, and turn findings into clear engineering tasks. - Troubleshoot DNS and reverse DNS, IP and domain verification, TLS configurations, and web application firewall detection. - Use AI tools to support investigations, log analysis, and day-to-day troubleshooting. - Explain technical findings clearly and professionally to enterprise customers. - Cover US Eastern Time business hours and occasionally respond to critical P1 incidents outside those hours to meet service commitments.

Requirements - Four or more years of technical support experience in a B2B SaaS environment. - Practical REST API troubleshooting experience, including Postman, API logs, and error interpretation. - Foundational networking knowledge, especially DNS, reverse DNS, and IP or domain ownership verification. - Strong ability to read and analyze system logs. - Excellent spoken and written English for enterprise customer communication. - Willingness to use AI tools in routine troubleshooting and availability to start relatively soon.

Nice to have - Cybersecurity industry experience or experience in a startup environment. - Security validation with Nmap, or investigation of WAF and TLS issues. - SQL or NoSQL querying, GCP, or monitoring tools such as Grafana. - Experience supporting enterprise customers or globally distributed teams; AI automation experience is also useful.

Benefits and work setup - The role offers autonomy in handling complex cases and an opportunity to help shape support practices as the team expands. - Coverage follows US Eastern Time, with rare out-of-hours escalation for critical incidents.