Technical Support Engineer (Cybersecurity)

TL;DR

Technical Support Engineer (Cybersecurity): Troubleshoot complex technical issues across platform, integrations, APIs, and data pipelines with an accent on customer case management, advocacy, and cross-functional collaboration. Focus on investigating distributed systems problems, escalating bugs to R&D, creating self-service documentation, and optimizing support processes.

Tel Aviv

Company

Fast-growing SaaS startup backed by Menlo Ventures, Sequoia Capital, and Cyberstarts, focused on rapidly mitigating critical vulnerabilities using agentic capabilities and existing security tools.

What you will do

• Manage support tickets and inquiries, ensuring SLA-compliant responses and resolutions.
• Troubleshoot issues in platform, integrations, APIs, and data pipelines.
• Communicate clearly with customers throughout case lifecycle.
• Act as customer voice internally, identifying patterns and escalating to Product and R&D.
• Collaborate with teams to prioritize feedback, validate fixes, and update customers.
• Create troubleshooting guides, FAQs, and knowledge base articles to enable self-service.
• Track metrics like response time, resolution time, and customer satisfaction; propose process improvements.

Requirements

• 5–7 years in technical support, account management, or engineering support in SaaS.
• Strong troubleshooting and analytical skills for web apps and distributed systems.
• Solid understanding of REST APIs and troubleshooting.
• Knowledge of networking concepts and protocols.
• Experience with browser developer tools for debugging.
• Proficiency in SQL for data investigation.
• Excellent communication skills for technical and non-technical audiences.
• Experience with ticketing systems (e.g., Zendesk, Jira) and knowledge bases (e.g., Notion, Confluence).

Nice to have

• Experience with Kibana or log analysis tools.
• Basic scripting (Python, Bash).
• Background in cybersecurity or security platforms.