C
Support Engineer
Not specifiedFull-timeCustomer SupportCybersecurity
Provide technical support to customers using a cybersecurity platform. Resolve customer issues, administer accounts, support integrations and onboarding, and help improve support through automation and product feedback.
Responsibilities
- Resolve customer tickets within SLA and provide support in English to customers worldwide
- Use AI to handle repetitive tickets and maintain the support knowledge base
- Administer platform accounts, users, licenses, permissions, and configuration
- Investigate platform and integration issues by analyzing logs and data, reproducing problems, and automating recurring checks and fixes
- Support customer onboarding and help bring integrations live
- Escalate issues to R&D with reproducible reports, track them through resolution, and communicate status
- Identify recurring issues and share feedback with R&D to improve products and monitoring
Requirements
- At least 1 year of experience in technical support, support engineering, or a similar customer-facing technical role
- Strong troubleshooting skills, including isolating problems, testing hypotheses, and investigating root causes
- Working knowledge of REST APIs, JSON, authentication methods, and logs
- Strong English communication skills for technical and non-technical audiences
- Python and SQL scripting skills for troubleshooting, data investigation, and automation
- Hands-on experience with Azure or AWS, including IAM, roles, permissions, and core services
- Ability to manage multiple tickets and communicate clearly with customers and internal teams
Nice to have
- Experience with Workato, ServiceNow, or webhooks
- Cybersecurity knowledge and familiarity with tools such as Microsoft Defender, CSPM, EDR, or SIEM
- Azure or AWS certifications at AZ-900, AWS Cloud Practitioner, or higher