L1 Technical Support Engineer
Job Summary
Working remotely, the full-time L1 Technical Support Engineer will serve as a trusted advisor for enterprise customers, managing inbound support tickets, troubleshooting complex technical issues, and collaborating with engineering teams to enhance product functionality in the cybersecurity space.
Key responsibilities
- Own and resolve inbound support tickets related to configuration, API questions, and threat investigations
- Deliver timely updates and root cause analyses to build customer trust and confidence
- Create and maintain knowledge base documentation to improve customer self-service and case deflection
Required qualifications
- 4+ 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 and enterprise platform configurations
- Ability to analyze logs and collaborate cross-functionally to resolve issues
- Familiarity with tools like Salesforce, Jira, and Confluence
Complete Job Description
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