Senior Technical Support Engineer

Job Summary

Providing product-focused technical resolution, the full-time Senior Technical Support Engineer will manage complex troubleshooting across AI security and data discovery, driving technical ownership of support tickets and engineering automation tools while working remotely.

Key responsibilities

• Master complex technical challenges by deep-diving into enterprise architectures to solve high-stakes issues
• Drive complete technical ownership of support tickets from discovery to resolution, acting as the primary technical authority
• Engineer automation and internal tools to streamline troubleshooting processes and enhance team performance

Required qualifications

• Bachelor's degree in Computer Science, Information Systems, Cybersecurity, Engineering, or a related technical field, or an Associate degree with equivalent practical experience
• 5+ years of experience in technical support, support engineering, escalation support, or customer-facing technical roles within SaaS or cybersecurity
• Hands-on experience with scripting languages such as Python, Bash, or PowerShell, and experience automating diagnostic workflows
• OS-level support skills for both Windows and macOS endpoints, including experience with manual installations and MDM tools
• Familiarity with DLP domain knowledge and classic DLP channels, as well as AI-specific DLP policies