L1 Technical Support Engineer

Job Summary

Motivated by a passion for solving complex problems, the remote L1 Technical Support Engineer will serve as a trusted advisor for enterprise customers, managing support tickets related to cloud email security and SaaS solutions while collaborating with engineering teams to drive resolutions.

Key responsibilities

• Own and resolve inbound support tickets, addressing configuration issues, API-related questions, and threat investigations
• Deliver timely customer updates and root cause analysis to build trust and confidence in the platform
• Create and maintain internal and external knowledge base documentation to enhance customer self-service and case deflection

Required qualifications

• 2 years of experience in technical support within cybersecurity, SaaS, or enterprise technology environments
• Strong understanding of email security concepts and modern cloud/SaaS ecosystems
• Experience troubleshooting APIs, integrations, and enterprise platform configurations
• Ability to investigate and resolve technical issues through log analysis and cross-functional collaboration
• Experience using AI tools or AI-powered support platforms is highly preferred