Customer Support Engineer

Job Summary

Serving as the first point of contact for customers and researchers, the full-time remote Customer Support Engineer will address technical inquiries, document solutions, and assist in optimizing internal workflows.

Key responsibilities

• Provide initial technical support for customer and researcher issues across various channels, resolving standard L0-L2 technical questions
• Document repeatable solutions in the Knowledge Base and identify established workarounds for common issues
• Collaborate with senior team members for professional growth and assist in refining operational workflows to enhance resolution efficiency

Required qualifications

• 0-2 years of experience in a technical support, customer-facing, or technology-adjacent environment
• Familiarity with command-line tools (e.g., Bash, SSH, grep) and foundational exposure to integrations such as Jira, SAML, APIs, or SSO/2FA
• Strong written and verbal communication abilities focused on clear, professional documentation
• A solutions-oriented approach with strong time management skills and composure under pressure
• Demonstrated interest in cybersecurity concepts, vulnerability types, or ethical hacking is preferred