Technical Support Engineer
New
S
SafeBreachCybersecurity SaaS
Location: United States; Location: North America, Eastern Time Zone preferred, Central Time Zone consideredFull-TimeMiddle
Salary$110,000 - $135,000/yr
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Job Details
- Experience
- 2–5 years in technical support (Tier 2/3) or a similar customer-facing technical role in cybersecurity or SaaS
- Required Skills
- AWSGCPSalesforceJiraAzure
Requirements
- Have 2–5 years of experience in Tier 2/3 technical support or a similar customer-facing technical role in cybersecurity or SaaS.
- Have working knowledge of the MITRE ATT&CK framework and familiarity with detection engineering concepts.
- Have hands-on experience with one or more of SIEM, EDR, firewalls, threat intelligence platforms, or vulnerability management.
- Be comfortable troubleshooting cloud environments, including AWS, Azure, or GCP, and on-premises systems.
- Be comfortable working with Windows, macOS, and Linux systems.
- Use a methodical approach to problem-solving, including log analysis and networking fundamentals.
- Have knowledge of TCP/IP, DNS, proxies, and certificates.
- Have experience with case-management and ticketing tools such as Salesforce or Jira.
- Have experience supporting enterprise customers and providing clear, timely, and accurate case communication.
- Penetration testing, red teaming, or security consulting experience is an additional asset.
- Python, PowerShell, or Bash scripting skills are an additional asset.
- Relevant certifications such as CompTIA Security+, CySA+, Network+, cloud associate-level, or security vendor certifications are an additional asset.
Responsibilities
- Serve as a technical point of contact for customer support cases and troubleshoot issues through to resolution.
- Build and maintain customer environments in the support lab, replicate issues, isolate root causes, and file well-documented defects.
- Own escalations through resolution, partnering with senior engineers and field teams on complex, high-priority cases.
- Contribute to root cause analysis and recommend process improvements.
- Create and maintain knowledge-base articles and contribute to internal training and enablement.
- Collaborate with engineering, technical operations, product management, and quality assurance.
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