Join a growing cybersecurity organization in a fully remote Technical Support Engineer role, serving US-based customers with advanced technical needs. In this position, you’ll take direct ownership of customer cases, diagnosing and resolving intricate technical challenges across network and application security environments. Your work will ensure clients effectively deploy and continue to benefit from enterprise-grade security solutions.
What You’ll Do
- Act as a key technical point of contact for second-level support, managing and resolving escalated customer issues
- Diagnose problems related to TCP/IP, application layer protocols, and Linux-based systems
- Write and interpret SQL queries to analyze and troubleshoot database-related concerns
- Guide customers through optimal use of security products, supporting onboarding and long-term success
- Collaborate with internal teams including R&D, Operations, Product, and Customer Success to improve solutions and processes
- De-escalate complex situations with professionalism and technical clarity
- Contribute to cross-functional initiatives that enhance product reliability and support efficiency
What We’re Looking For
- US citizenship required
- Minimum of two years in technical support, preferably within cybersecurity
- Hands-on experience with enterprise customer accounts and technical networking concepts
- Proficiency in Linux environments and command-line tools
- Ability to write and troubleshoot SQL queries and work with databases
- Strong interpersonal and communication skills, with a focus on problem-solving
Nice to Have
- Experience with containerized environments such as Docker and Kubernetes
- Scripting skills in Bash, Python, or similar languages
- Bachelor’s degree in Computer Science or a related field, or equivalent experience
Benefits & Work Environment
This is a 100% remote position open to candidates across the United States. The company fosters a culture of inclusion, collaboration, and innovation, with a strong emphasis on work-life balance. Benefits include comprehensive health coverage, discretionary time off, paid holidays, monthly personal days, bonus opportunities, and pre-IPO equity. The organization is committed to diversity and equal opportunity in employment, welcoming applicants from all backgrounds.
