Technical Support Engineer

About the role

You’re an experienced, customer-obsessed technical support professional with a passion for solving complex problems in high-stakes environments. With 4+ years of experience, you’ve developed a track record of supporting enterprise customers, driving technical investigations, and advocating for continuous product improvement.

What you'll do

• Own and resolve inbound support tickets, including configuration issues, API questions, behavioral false positives, and threat investigations
• Provide customers with clear, timely updates, root cause insights, and solution recommendations that reinforce product confidence and trust
• Collaborate closely with Engineering to ensure timely, high-quality resolutions and robust post-mortem documentation
• Support seamless customer onboarding and engagement by working alongside Customer Success Managers
• Create and maintain internal and external knowledge base content to improve case deflection and empower customers

What you need

• 4–7 years in it support & networking
• Office 365
• Troubleshooting
• IAM
• EDR
• REST APIs
• JIRA
• Any graduate

Good to have

• LLMs
• Splunk
• Zendesk
• Salesforce
• Confluence
• Customer success