Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Managing customer inquiries and technical issues for a cybersecurity platform with an accent on API troubleshooting, networking, and cross-functional collaboration. Focus on building self-service documentation, optimizing support workflows, and advocating for customer needs within R&D and Product teams.

Location: Must be based in the US

Company

A fast-growing cybersecurity startup backed by Sequoia Capital and Cyberstarts, dedicated to stopping vulnerability exploitation through innovative remediation technology.

What you will do

• Manage incoming support tickets and inquiries, ensuring timely resolution and adherence to SLAs.
• Partner with R&D and Product teams to escalate bugs, feature requests, and UX improvements.
• Create and maintain self-service resources including FAQs, how-to guides, and troubleshooting documentation.
• Track and report on key support KPIs such as response time, resolution rate, and customer satisfaction.
• Deliver training sessions and onboarding materials to empower customers.
• Identify and implement process improvements to increase support efficiency.

Requirements

• 3–5 years of experience in a customer-facing technical support or engineering role, preferably in SaaS.
• Strong troubleshooting skills for web-based applications and integrations.
• Proficiency in REST APIs, networking concepts, and browser dev tools.
• Solid experience with SQL.
• Familiarity with ticketing systems like Jira or Zendesk and knowledge base tools like Confluence or Notion.
• Excellent empathetic communication skills for translating technical issues to diverse audiences.

Nice to have

• Familiarity with Kibana.
• Scripting experience.

Culture & Benefits

• Comprehensive health insurance plans (medical, dental, vision).
• 401k retirement plan and flexible spending accounts.
• Flexible PTO policy.
• Monthly stipend for phone and internet.
• Home office setup stipend.
• Access to frontier AI models like Claude to support productivity.