Senior Support Engineer

Job Summary

Owning complex, high-severity support tickets, the full-time Senior Support Engineer will diagnose technical issues across APIs and integrations, while partnering with the Head of Customer Support to design and implement automation solutions in a remote environment.

Key responsibilities

• Manage escalated technical support tickets end to end, serving as the primary escalation point before engineering
• Diagnose and resolve deep technical issues related to APIs, identity, authentication, and product data flows
• Collaborate with the Head of Customer Support to build and optimize automated support systems and processes

Required qualifications

• Hands-on technical support or support engineering experience in a B2B SaaS product, preferably in cybersecurity or SaaS security
• Strong knowledge of APIs, authentication, identity, logs, telemetry, and systematic debugging
• Experience in building or enhancing automation and support tooling
• Ability to create repeatable, automatable solutions from complex escalations
• Comfort with ambiguity in a rapidly evolving technical support function