Technical Support Engineer – AI Cybersecurity Platform

4+ years in technical support roles Strong knowledge of email security fundamentals, SaaS platforms, and cloud ecosystems Proven ability to debug complex technical issues Excellent written and verbal communication skills Familiarity with support and collaboration tools (Salesforce, Jira, Confluence) Experience using AI tools for troubleshooting is a strong plus

Act as a trusted L1 technical advisor for enterprise customers Own and resolve inbound support tickets Provide customers with clear, timely updates Collaborate closely with Engineering for resolutions Support customer onboarding and engagement Create and maintain internal and external knowledge base content Identify patterns in support interactions to drive product improvements