Technical Support Engineer

Job Summary

Serving as a trusted L1 technical advisor for enterprise customers, the full-time remote Technical Support Engineer will manage inbound support tickets, drive technical investigations, and collaborate with Engineering teams to deliver exceptional customer support in the cybersecurity and SaaS domains.

Key responsibilities

• Own and resolve inbound support tickets related to configuration issues, API questions, and threat investigations
• Deliver timely updates, root cause analysis, and solution recommendations to build customer trust
• Create and maintain knowledge base documentation to enhance 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, integrations, and enterprise platform configurations
• Ability to investigate and resolve technical issues through log analysis and cross-functional collaboration
• Experience using Salesforce, Jira, Confluence, or similar support and collaboration tools