L1 Technical Support Engineer
New
J
JobgetherCybersecurity SaaS
Based in United StatesFull-TimeEntry
SalaryBase salary range of $25.77–$37.02 USD per hour
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Job Details
- Experience
- 2+ years
- Required Skills
- CybersecuritySalesforceJiraRESTful APIsSaaSGoogle WorkspaceTroubleshootingTechnical support
Requirements
- 2+ years of experience in technical support within cybersecurity, SaaS, enterprise technology, or a related environment.
- Strong understanding of email security concepts, cloud platforms, and modern SaaS ecosystems.
- Hands-on experience troubleshooting APIs, integrations, and enterprise platform configurations.
- Ability to investigate technical issues through log analysis, structured troubleshooting, and cross-functional collaboration.
- Familiarity with cloud and enterprise ecosystems such as Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom.
- Experience using support and collaboration platforms such as Salesforce, Jira, and Confluence.
- Strong written and verbal communication skills for technical and non-technical audiences.
- Customer-first mindset with attention to detail and commitment to operational excellence.
- Demonstrated curiosity and willingness to continuously develop technical and cybersecurity knowledge.
- Experience using AI tools or AI-powered support platforms (preferred).
Responsibilities
- Serve as a trusted L1 technical advisor for enterprise customers using cloud-based email, AI, and SaaS security solutions.
- Own and resolve inbound technical support cases including configuration issues, API questions, integrations, and behavioral false positives.
- Troubleshoot complex technical issues by analyzing logs, investigating root causes, and developing practical solution recommendations.
- Provide timely, clear customer updates throughout the support lifecycle.
- Collaborate with Engineering and Product teams to escalate issues and contribute to post-mortem documentation.
- Support customer onboarding and engagement initiatives.
- Create and maintain internal and external knowledge base content.
- Identify recurring technical issues and provide actionable feedback for product improvements.
- Use AI-powered tools and GPT-based assistants to accelerate troubleshooting and improve workflows.
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