Technical Support Engineer

1. About Our Client:

The organization operates in the cybersecurity industry, focusing on email and SaaS security. It addresses the challenge of evolving cyber threats that often bypass traditional defenses by using behavioral AI to detect and stop attacks missed by others. The company supports enterprise customers with advanced cloud-based security solutions, emphasizing continuous improvement and customer trust.

2. About the Oppurtunity

The Technical Support Engineer plays a critical role in supporting enterprise customers by resolving complex technical issues related to cloud email security and SaaS protection. This position acts as a primary technical advisor, driving problem resolution, providing clear customer communication, and collaborating with engineering teams to enhance product reliability. The role contributes directly to customer satisfaction and the overall effectiveness of the security platform.

3. Responsibilities:

• Serve as a trusted L1 technical advisor for enterprise customers using cloud email and SaaS security products

• Manage and resolve inbound support tickets including configuration, API inquiries, false positives, and threat investigations

• Deliver clear, timely updates and root cause analysis to build customer confidence

• Collaborate with Engineering for timely resolution and documentation of issues

• Support customer onboarding and engagement alongside Customer Success Managers

• Develop and update internal and external knowledge base content

• Identify recurring support issues to inform product improvements

4. Requirements:

• 4+ years of technical support experience, preferably in cybersecurity, enterprise SaaS, or API-driven environments

• Strong knowledge of email security, SaaS platforms, and cloud ecosystems such as Microsoft 365, Google Workspace, Slack, Okta, Splunk, Crowdstrike, Cortex SOAR, REST API, or Zoom

• Proven skills in debugging complex technical problems, log analysis, and cross-functional collaboration

• Excellent written and verbal communication, able to explain technical concepts to diverse audiences

• Experience with support tools like Salesforce, Jira, and Confluence

• Commitment to continuous learning and improving customer support processes

• Experience with AI tools for troubleshooting is a strong advantage

5. Pay Range and Compensation Package:

• Base salary range: $65,000—$93,500 USD

• Compensation will be determined based on skills, experience, qualifications, and location

• Eligibility for bonus or incentive compensation, equity, and a comprehensive benefits package

Equal Opportunity Statement:

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.