About the Role
This role is for a hands-on engineer to lead customer technical support operations from the ground up, diagnose complex system behaviors, and collaborate across engineering to improve product reliability and user experience.
Responsibilities
- Diagnose and resolve technical issues reported by customers
- Serve as the primary technical contact for customer inquiries
- Document root causes and coordinate fixes with development teams
- Escalate critical bugs with detailed reproduction steps
- Monitor support channels for urgent customer needs
- Maintain a knowledge base of common issues and solutions
- Analyze logs and system data to identify failure patterns
- Guide product improvements based on customer feedback
- Assist in onboarding new customers to the platform
- Collaborate with engineering to refine error messaging
- Track and report on support ticket trends
- Improve response and resolution times
- Verify fixes with affected users before closure
- Participate in on-call rotations for critical incidents
- Help define support processes for scaling teams
- Translate technical details for non-technical stakeholders
- Validate system behavior across different environments
- Support integration troubleshooting for customer systems
- Contribute to product documentation updates
- Work closely with QA to surface edge cases
- Identify opportunities for automation in support workflows
- Escalate security-relevant findings promptly
- Maintain confidentiality of customer data
- Assist in testing patches before release
- Gather customer insights to inform roadmap priorities
Compensation
Competitive salary with equity offered
Work Arrangement
Remote
Team
Small, fast-moving team building security automation tools
Why This Role Matters
This position shapes the foundation of customer support for a rapidly evolving product. As an early team member, your input will directly influence support infrastructure, product design decisions, and customer success strategies. Your work ensures reliability for users depending on critical security workflows.
Growth Opportunity
Starting as a founding engineer offers a path to lead future support and customer engineering teams. Responsibilities will evolve to include mentoring, process design, and cross-functional leadership as the organization scales.
Not available
