Material Security is hiring a Product Support Engineer to serve as the front-line connection between customers and our engineering and product teams. You will investigate complex technical issues, translate customer symptoms into root causes, and play a key role in scaling our global support function.

What You'll Do

Investigate, triage, and prioritize complex technical issues, coordinating across engineering, product, and customer-facing teams.
Manage a ticket queue with discipline, hitting SLA targets for Time to First Response and Time to Resolution.
Bridge customer and internal teams by offering clear, contextual insights into how and why issues occur.
Communicate with customers clearly and asynchronously, with occasional video calls and screenshares.
Own customer communication during incidents and outages, building trust and ensuring transparency.
Contribute to detailed technical documentation—both internal and customer-facing—using written, video, and visual formats.
Help evolve our customer experience by influencing how support is delivered and scaled.
Shape how we onboard, enable, and QA our global Support teams.
Serve as the technical lead for the Eastern Time Zone business hours where most global time-shifts overlap.

What We're Looking For

5+ years working in technical customer-facing roles in SaaS environments.
Skilled in SQL and familiar with tools like Splunk, Chrome developer tools, Postman, and modern debugging workflows.
Demonstrated experience and proficiency in supporting an API.
Past experience working within ticketing systems and managing a queue of tickets.
Excellent written and verbal communication, particularly in asynchronous channels.
Strong technical writing and video/screen capture skills to build scalable help materials.
Worked closely with Engineering, Product, Support, and Customer Success teams to resolve complex technical issues.
Willingness to participate in on-call rotations for incident triage.

Nice to Have

Ability to connect UI issues to backend code (bonus points for experience with Typescript).
Keen interest in email deliverability, security protocols, and email threat detection and response.