Technical Support Engineer

Role overview A remote Technical Support Engineer role focused on troubleshooting and resolving complex issues for enterprise customers using an exposure validation cybersecurity platform. The position suits an engineer with several years of support experience who wants to deepen their security expertise while working with a global, collaborative team across North America.

Responsibilities - Serve as the primary technical contact for customer support cases, driving issues through to resolution - Build and maintain lab environments that mirror customer setups, replicating issues to isolate root cause and filing well-documented defect reports - Own escalations on high-priority cases, partnering with senior engineers and field teams when needed - Contribute to root cause analysis and recommend process or product improvements - Create and maintain knowledge base articles and support internal training material - Collaborate closely with engineering, technical operations, product management, and quality assurance teams

Requirements - 2–5 years of experience in Tier 2/3 technical support or a comparable customer-facing technical role in cybersecurity or SaaS - Working knowledge of the MITRE ATT&CK framework plus familiarity with detection engineering concepts - Hands-on experience with one or more security tools such as SIEM, EDR, firewalls, threat intelligence platforms, or vulnerability management - Comfort troubleshooting across cloud environments (AWS, Azure, GCP) and on-prem systems (Windows, macOS, Linux), including networking fundamentals like TCP/IP, DNS, proxies, and certificates - Experience with case management and ticketing tools (Salesforce, Jira, or similar) - Strong customer communication skills, with a commitment to clear and timely updates

Nice to have - Hands-on background as a penetration tester, red teamer, or security consultant - Scripting ability in Python, PowerShell, or Bash for troubleshooting and automation - Experience working at a startup or fast-scaling company - Certifications such as CompTIA Security+, CySA+, Network+, cloud associate-level, or vendor-specific security credentials

Benefits and work setup - Fully remote within North America, with a preference for Eastern Time and Central Time considered - Base salary range of $110,000–$135,000 per year plus equity - Health, dental, and vision insurance, generous parental leave, monthly phone and internet stipend, learning and development stipend, flexible PTO, and an employee referral bonus program