Product Support Engineer

Material Security is looking for a Product Support Engineer to be the front-line connection between our customers and our engineering & product teams. You don’t just solve problems-you dive deep into customer-reported issues, connecting symptoms to root causes across the UI, data layer, and backend systems. Your investigations are precise, your communication is thoughtful, and your instincts are grounded in empathy and engineering-level detail. You are a key contributor to how we scale and grow the global Product Support team. From creating internal knowledge-base documentation to onboarding other members of the team and doing QA on colleague’s tickets, you are a key contributor to how we scale and grow our global Product Support team and deliver an exceptional experience to every customer. Responsibilities

• Investigate, triage and prioritize complex technical issues, often requiring coordination across engineering, product, and customer-facing teams.
• Use SQL, GCP Logs Explorer, Chrome developer tools, and other tools to debug issues at the code and infrastructure level.
• Manage a queue of tickets by staying organized and hitting SLA targets (Time to First Response, Time to Resolution).
• You bridge the gap between the customer and internal teams by offering clear, contextual insights into how and why issues occur.
• Maintain a deep understanding of how the product works from both a UX and system-level perspective.
• Communicate with customers clearly and asynchronously, with occasional video calls and screenshares as needed.
• Own customer communication during incidents and outages, building trust and ensuring transparency.
• Contribute to detailed technical documentation—both internal and customer-facing—using written, video, and visual formats.
• You help evolve our customer experience as a key stakeholder by influencing how support is delivered and scaled - specifically you will shape how we onboard, enable and QA our global Support teams.
• You are the technical lead for the Eastern Time Zone business hours where most global time-shifts overlap.

What we are looking for

• Technical Acumen: 5+ years working in technical customer-facing roles in SaaS environments.

• Debugging & Querying: Skilled in SQL, and familiar with tools like Splunk, Chrome developer tools, Postman, and modern debugging workflows.
• Code Context: You can connect UI issues to backend code (bonus points for experience with Typescript).
• API Support: Demonstrated experience and proficiency in supporting an API.

• Technical Product Support: Past experience working within ticketing systems and managing a queue of tickets.
• Clear Communication: Excellent written and verbal communication, particularly in asynchronous channels.
• Documentation & Enablement: Strong technical writing and video/screen capture skills to build scalable help materials.
• Growth Mindset: You’re excited by the opportunity to help define our support model and scale it with quality.
• Collaboration: You've worked closely with Engineering, Product, Support, and Customer Success teams to resolve complex technical issues.
• On-Call Readiness: Willingness to participate in on-call rotations for incident triage.
• Keen Interest: in email deliverability and security protocols, email threat detection and response.

-- Material Security is a remote-first workplace with an office in San Francisco, California. By clicking "Apply for this Job", you acknowledge that you have read the California Candidate Privacy Notice Regarding Use of Personal Information and hereby agree to its terms. Compensation at Material Security is determined by a range of factors, including but not limited to the individual’s particular combination of knowledge, skills, competencies, and experience. The projected base salary range for this position is $128,000-$142,000/yr. The projected salary range is just one component of Material Security’s total compensation package for employees. Equal Opportunity Employer Statement Material Security is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability, genetic information, or any other legally protected status. All employment decisions are based on qualifications, merit, and business needs.