Product Support Engineer

Who are we? At UpGuard, we are replacing manual security bottlenecks with AI-driven precision. Fresh off a US$75M Series C, we are scaling our infrastructure to process 100 billion risk signals daily. This isn’t just growth; it’s a total reimagining of how the world manages cyber risk. We build the Cyber Risk Posture Management (CRPM) platform that security teams actually love. By integrating security ratings, threat intel, and agentic AI, we empower organisations to stay ahead of an ever evolving attack surface. We aren’t just building another tool; we’re defining a category. We provide the autonomy to ship world-class technology and the resources to do it at a global scale. Our Product team at UpGuard comprises our Product Management, Product Support, Engineering, Design, Data Leaks Detection, and Third Party Risk Management Services. Our Product team’s vision is to become the leader in the Cyber VRM category by providing a best-in-class SaaS platform for organisations to manage their third-party risk and external attack surface. Our purpose as a Product team is simply to build a product that enables this. We aim to build a product that users love and come to rely on, and one that regularly and consistently improves. Where does this role fit? We’re hiring a Product Support Engineer to join our Product Support team as we continue to scale rapidly and sustain strong growth. As a Product Support Engineer at UpGuard, you’ll operate at the intersection of customers, product, and engineering within the fast moving and increasingly critical world of cybersecurity. Your focus will be on diagnosing complex issues, supporting our customers and internal teams, and helping ensure our platform delivers reliable, high quality outcomes. With the majority of the internet scanned across multiple vectors daily, you’ll encounter challenges related to high throughput, large scale systems, and data complexity. How we solve these problems is a key reflection of the calibre of people we bring into the team. In this role, you’ll partner closely with cross functional teams that value iteration, collaboration, and speed. Together, we deliver customer value quickly while maintaining strong standards for security, reliability, and customer experience. We value clear thinking, strong technical curiosity, and engineers who care deeply about the product and the customers who rely on it. What You’ll Do

• Solve Complex Customer Issues: Reproduce and diagnose technical problems that L1 cannot resolve, providing clear solutions or workarounds.
• Technical SME: Become a Subject Matter Expert (SME) in our product's features, and understand how the product works from a technical perspective, including network security and data extraction.
• Explore an interesting, challenging domain: Mastering the fundamentals of cyber security and the internet.
• Communicate at Scale: Provide real-time communication during incidents and write high-quality technical documentation for internal and external use.
• Improve Processes: Identify opportunities to automate workflows or improve internal tooling to scale our support impact.
• Collaborate Broadly: Work closely with Engineers and Product Managers to prioritize fixes and features based on customer impact.

What you'll bring?

• Troubleshooting: Proven ability to reproduce bugs, analyze complex systems, and find root causes.
• Networking: Strong understanding of Internet protocols including SSL/TLS, DNS, HTTPS, and domain registration fundamentals.
• Data and SQL: Proficiency in extracting and analyzing data from various sources such as PostgreSQL and Google Cloud logs.
• Command Line: Experience using CLI tools like curl, nmap, and OpenSSL for diagnostics.

What Will Give You An Edge

• Efficiency Focused: A desire to leverage tools like n8n to automate internal processes and improve response times.
• AI Augmented: Proficiency in or willingness to learn how to use AI assistants such as Antigravity, Gemini, and Claude to accelerate research and documentation.

UpGuard is a Certified Great Place to Work® in the US, Australia, UK and India, establishing its position as a leading global technology employer. 99% of team members agree that UpGuard is a great place to work, apply now to find out why! As an Equal Employment Opportunity and Affirmative Action Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. For applications to positions in the United States, please note, at this time we can only support hiring in the following US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, or DC . Before starting work with us, you will need to undertake a national police history check and reference checks. Also please note that at this time, we cannot support candidates requiring visa sponsorship or relocation. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.