Technical Support Engineer

Role overview A customer-facing Technical Support Engineer role supporting a security product that helps enterprise teams map identity-driven attack paths and prioritize remediation. The position owns support cases from first response through resolution across both SaaS and on-premises deployments, partnering with technical account managers and escalating to product and engineering when issues require deeper investigation. It suits a hands-on troubleshooter who asks good questions, communicates clearly, and follows through on unfamiliar systems.

Responsibilities - Own technical support cases from initial response through resolution, keeping customers informed throughout the investigation - Investigate issues methodically by gathering context, interpreting logs and errors, testing hypotheses, and separating environmental problems from potential product defects - Troubleshoot across SaaS and on-premises deployments, covering data collection, ingestion, authentication, connectivity, APIs, and application behavior - Guide customers through actionable troubleshooting steps and join troubleshooting calls when useful - Partner with Technical Account Managers to share context and maintain continuity on accounts - Escalate to product and engineering with clear diagnostics, reproduction steps, and customer impact, staying engaged through resolution - Convert troubleshooting lessons into reusable documentation and knowledge base articles

Requirements - 4+ years of technical support experience with hands-on troubleshooting and customer communication - Exceptional written and verbal communication skills, with the ability to build trust and explain complex technical issues to varied stakeholders - Strong troubleshooting judgment when facing unfamiliar problems - Working knowledge of enterprise IT environments and general security principles, including configuration, permissions, authentication, and connectivity - Practical networking knowledge and comfort interpreting logs, error messages, and API requests/responses - Familiarity reading PowerShell and Python scripts and a willingness to grow those skills on the job - Ability to manage competing priorities, work independently, and recognize when to involve others - Willingness to learn the product and its surrounding technologies - Ability to complete a criminal background investigation and authorization to work in the United States; visa sponsorship is not currently provided

Nice to have - Direct experience with the supported enterprise security platform - Familiarity with identity systems, directory services, cloud platforms, or enterprise security tooling - Experience supporting customer-hosted applications, containerized deployments, or hybrid SaaS and client-side systems - Troubleshooting single sign-on, writing scripts, working with REST APIs, or using graph query languages such as Cypher

Benefits and work setup - Remote, US-based role with optional quarterly travel for in-person events - $100,000–$125,000 base salary annually - Regular US business hours with rotating on-call coverage including nights, weekends, and holidays - 100% employer-covered health, dental, vision, and life insurance for employee and family - Flexible time off, 13 paid holidays, 401(k) with up to 4% match, equity, and quarterly bonuses - $1,500 home office allowance for new hires, $500 annual thereafter, $150 monthly cell and internet reimbursement - $5,000 annual professional development allowance and $5,250 toward continuing education or student loan repayment - $1,200 annual lifestyle and wellness budget, $10,000 family planning benefit, and ongoing employee events