Coalition Technologies

Customer Support

• Provide technical support through the team’s case-management channels and scheduled customer conversations
• Investigate complex, ambiguous, or novel customer issues from initial report through resolution, escalation, and follow-up
• Work closely with Threat Engineering on threat-related questions, investigations, and customer concerns
• Understand customers’ environments, goals, technical proficiency, and risk tolerance to provide appropriately scoped guidance
• Analyze security data, product behavior, case history, and customer context to determine what happened and recommend next steps
• Provide clear, actionable recommendations and explain how they improve customer security outcomes
• Translate technical security concepts, findings, risks, and limitations for technical and non-technical audiences
• Balance high-throughput case handling with depth, care, and technical accuracy
• Coordinate with Threat Engineering, Product, Engineering, Security, and other internal partners on investigations, product fixes, and cross-functional actions
• Become a subject-matter expert on supported products and services
• Identify customer pain points and turn observations into actionable feedback
• Lead or contribute to initiatives improving support quality, escalation paths, guidance, tooling, and collaboration
• Create and maintain documentation, runbooks, knowledge bases, case guidance, and customer-facing content
• Document investigations, decisions, resolutions, known issues, and open questions
• Represent Wirespeed as a technical expert to customers and internal stakeholders
• Mentor peers, share knowledge, and participate in an on-call or after-hours support rotation as applicable

Explore Associate Security Support Specialist at Coalition Technologies. Review requirements and application details.

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Associate Security Support Specialist