Technical Support Engineer
Core
Own customer issues end to end for an enterprise AI cybersecurity platform, diagnosing integration breaks and agent behavior in production environments.
Role type
Senior IC Technical Support Engineer (Enterprise SaaS)
Builds
Support processes, SLAs, escalation paths, ticketing systems, knowledge bases, and internal tooling.
Domain
Cybersecurity + Applied AI + Enterprise SaaS
Required skills
End-to-end technical escalation ownership, debugging in Fortune 500 production environments, writing reproducible bug reports, scripting in Python, SQL, support metrics analysis, process building from scratch.
Preferred skills
Cybersecurity experience (vulnerability management), team management/mentoring, cloud platforms (AWS/GCP/Azure), identity concepts (SSO/SAML/OAuth), ITSM tools (Jira/ServiceNow), AI/ML product support.
Technologies
Python, SQL, REST APIs, webhooks, Pylon, Zendesk, Linear, Tenable, Qualys, Rapid7, Wiz, CrowdStrike, AWS, GCP, Azure, Jira, ServiceNow.
Responsibilities
Own technical escalations from triage to resolution, debug inside Fortune 500 production environments, act as customer advocate to engineering, partner with Customer Success for new integrations, lead communication with CISOs during incidents, use AI to automate support tasks, turn ticket patterns into product direction.
Seniority
First hire, building the function from scratch.
