We are excited to present an exclusive opportunity to join a cutting-edge, pre-IPO SaaS company specializing in AI-driven threat detection and response. This organization is at the forefront of cybersecurity innovation, offering long-term growth potential and the chance to make a significant impact in a fast-moving environment.

As a Technical Customer Support Engineer , you will be instrumental in ensuring exceptional customer experiences by diagnosing and resolving complex issues, collaborating with cross-functional teams, and contributing to the development of robust support processes and documentation. This is a remote position based in the United States.

Responsibilities

• Triage and resolve customer issues as part of a third-tier technical support team.
• Conduct deep diagnostics, including lab reproductions and source code analysis.
• Collaborate with engineering teams to develop workarounds and permanent solutions.
• Engage with customers and internal teams via email, phone, and remote sessions.
• Document and create customer-facing content, such as knowledge base articles and how-to guides.
• Identify and prioritize solutions to enhance customer satisfaction and product functionality.
• Provide occasional on-call support during weekends and national holidays.

Required Experience

• Technical Expertise : 5+ years in technical support or escalation engineering roles.
• Linux Systems : Advanced understanding of Linux system management, operation, and application stacks.
• Networking : Strong knowledge of the TCP/IP protocol suite, including packet capture analysis.
• Security Knowledge : Familiarity with modern security technologies and risks.
• Database Basics : Experience with SQL and non-SQL databases.
• Global Support : Experience supporting international customers across varied environments.

Preferred Skills

• Programming and scripting (Python, bash).
• Knowledge of virtual and cloud environments.
• Expertise in security appliances, data interchange, and enterprise networks.
• Proactive problem-solving and process improvement capabilities.

Tech Stack

• Linux, TCP/IP networking.
• SQL and non-SQL databases.
• Scripting with Python or bash.
• Exposure to virtual environments, cloud platforms, and security tools.

Compensation and Benefits

• Comprehensive benefits, including health insurance, retirement plans, and wellness services.
• Equity participation through stock options.
• Generous time-off policy and an employee recognition program.

This is a unique chance to join a collaborative and innovative team at a company that values integrity, teamwork, and customer-first principles. If you're a problem-solver who thrives on technical challenges and is passionate about cybersecurity, we encourage you to apply!

Note: This position is with a confidential client. Details about the company and role will be provided during the application process. This is a direct hire opportunity offering the chance to join a dynamic organization committed to delivering exceptional customer experiences and tackling complex technical challenges.