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
Customer trust and product confidence through resolution of complex security and configuration issues
Domain
Cybersecurity, Email Security, Enterprise SaaS
Deliverable
client delivery
Required skills
Email security fundamentals, Cloud ecosystems (Microsoft 365, Google Workspace, Slack, Okta, Splunk, Crowdstrike, Cortex SOAR, Zoom), API debugging, Log analysis, Cross-functional collaboration, Knowledge base creation, Pattern recognition
Preferred skills
AI tool usage (GPT-based assistants, internal chatbots, AI-powered support platforms)
Technologies
Zendesk, Salesforce, Jira, Confluence, Microsoft 365, Google Workspace, Slack, Okta, Splunk, Crowdstrike, Cortex SOAR, Rest API, Zoom
Responsibilities
Resolve inbound support tickets including configuration issues, API questions, behavioral false positives, and threat investigations; Provide clear updates and root cause insights; Collaborate with Engineering for resolutions and post-mortems; Support customer onboarding; Create and maintain knowledge base content; Identify patterns to drive product improvements
Seniority
Senior, hands-on IC