Technical Support Engineer
Core
L1 technical advisor for enterprise customers using Cloud Email Security, AI Security Agents, and SaaS Security platforms.
Role type
Senior IC technical support engineer (cybersecurity/SaaS)
Builds
Cloud Email Security, AI Security Agents, and SaaS Security platforms
Domain
Cybersecurity, Enterprise SaaS, Email Security
Deliverable
client delivery
Required skills
debugging complex technical issues, log analysis, cross-functional collaboration, API knowledge, threat investigation, knowledge base creation, pattern recognition
Preferred skills
experience with AI tools for troubleshooting, familiarity with behavioral AI concepts
Technologies
Microsoft 365, Google Workspace, Slack, Okta, Splunk, Crowdstrike, Cortex SOAR, Rest API, Zoom, Zendesk, Salesforce, Jira, Confluence
Responsibilities
Resolve inbound support tickets including configuration issues and threat investigations, provide root cause insights and solution recommendations, collaborate with Engineering for resolutions, support customer onboarding, create and maintain knowledge base content, identify patterns to drive product improvements
Seniority
Mid-Senior, hands-on IC