Filigran is looking for a Customer Support Engineer to join our team and deliver an outstanding support experience directly to our customers. You'll be on the front line of communication, helping users resolve issues, understand our product better, and feel confident using our platform.
What You'll Do
- Deliver timely and helpful support across multiple channels, ensuring a smooth experience for every customer.
- Manage and prioritize support tickets via our ticketing system, escalating and following up as needed.
- Provide real-time assistance via Slack to help key customers with troubleshooting and best practices.
- Support onboarding efforts in collaboration with CSMs, occasionally joining customer meetings or training sessions.
- Improve support processes and workflows by identifying recurring issues and proposing scalable solutions.
- Maintain up-to-date documentation for our support content, internal knowledge base, and FAQs.
What We're Looking For
- Experience in customer support, ideally in a SaaS or technical environment.
- A basic understanding of technical troubleshooting using test environments.
- Familiarity with Cyber Threat Intelligence (CTI) concepts and the STIX standard.
- General knowledge of cybersecurity tools like SIEMs, EDRs, firewalls, and threat intelligence platforms.
Nice to Have
- Excellent written and spoken communication skills to clearly explain technical concepts.
- A strong problem-solving mindset with the ability to investigate issues and suggest practical solutions.
- A high level of rigor and customer care, showing empathy and consistency in every interaction.
- A collaborative spirit, enjoying working as part of a team and helping others succeed.
- A proactive, curious, and eager-to-learn attitude across technical and product-related topics.
Team & Environment
This is an individual contributor role, with no direct management responsibilities. You will report to the Customer Support Engineer Manager.
Benefits & Compensation
- Competitive salary.
- A remote-first work environment with flexible hours.
- Your choice of laptop and home office setup.
Work Mode
This is a global, remote-first position.
Company Culture
- A culture of trust and well-being – Low stress, high impact.
- A tight-knit, supportive team – Knowledge sharing and mutual support are part of our DNA.
- A long-term mission that matters – You’ll see the real impact of your work on our product and community.
Filigran is an equal opportunity employer.
