Senior Technical Support
Core
Senior Technical Support Engineer building and scaling Tier 2–3 support operations for an AI security platform, resolving complex escalations and collaborating with engineering to ensure customer success.
Role type
Senior IC technical support engineer (AI security)
Builds
Internal support tools, automation, knowledge bases, and troubleshooting playbooks
Domain
AI security, cloud infrastructure, and enterprise software
Required skills
cybersecurity, cloud environments (AWS/GCP/Azure), API troubleshooting, distributed systems, log analysis, root cause analysis, enterprise customer engagement, process improvement
Preferred skills
AI/ML platform support, LLM applications, SIEM, cloud security tools, Python scripting
Technologies
AWS, GCP, Azure, APIs, SIEM, Python
Responsibilities
Build and optimize support processes and escalation procedures; develop internal tools and automation; resolve complex technical escalations involving AI security monitoring and cloud environments; perform deep troubleshooting and root cause analysis; collaborate with engineering to validate fixes; guide customers through technical incidents and remediation; analyze support trends to recommend product improvements.
Seniority
Senior, hands-on IC
