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Tech Stack
Tools & technologiesAWSAzureCloudCyber SecurityGoogle Cloud PlatformJamfMacOSPythonServiceNowSQL
About the role
Key responsibilities & impact- Investigate and resolve complex product-focused technical issues within defined product domains
- Troubleshoot enterprise architectures involving AI security, data discovery, classification, DLP workflows, and access analysis
- Own support tickets from initial discovery through resolution as the primary technical authority and customer advisor
- Reproduce issues, validate workarounds, improve escalation quality, and reduce repeat issues through documentation and product feedback
- Write scripts and build diagnostic utilities to automate troubleshooting, log parsing, and investigations
- Partner with Product, Engineering, DevOps, and OCTO teams on root-cause analyses and systemic platform issues
- Create reusable runbooks and technical guides while maintaining accurate, actionable, and auditable case records
- Integrate AI tools and agents into troubleshooting workflows and refine custom prompts
- Advocate for customers and communicate with technical teams and executive stakeholders
- Mentor Tier 1 engineers on troubleshooting, ticket hygiene, and escalation protocols
Requirements
What you’ll need- Associate degree or equivalent practical experience required
- Bachelor's degree in Computer Science, Information Systems, Cybersecurity, Engineering, or a related technical field preferred
- 3+ years of experience in technical support, support engineering, escalation support, SaaS support, cybersecurity support, or another technical customer-facing role
- Experience supporting enterprise cloud, SaaS, data security, cybersecurity, data governance, or infrastructure platforms
- Hands-on experience with ticketing and escalation workflows using Zendesk, Jira, Salesforce, Confluence, Slack, Teams, or similar systems
- Working knowledge of SQL, APIs, logs, scripting concepts, web services, authentication, permissions, and cloud-based troubleshooting
- Familiarity with data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, and remediation workflows
- Strong troubleshooting skills, including investigating complex issues from intake through resolution, reproducing problems, isolating root cause, documenting findings, and driving timely outcomes
- Strong written and verbal communication skills
- Ability to prioritize work based on severity, customer impact, technical complexity, SLA risk, and business urgency
- Ability to work autonomously in ambiguous situations
- Willingness to participate in evening, weekend, holiday, or on-call coverage as business needs require
- Experience in cybersecurity, DSPM, DLP, IAM, SIEM, CASB, CNAPP, CSPM, vulnerability management, data privacy, or data protection domains preferred
- Hands-on experience with AWS, Azure, GCP, cloud networking, IAM, databases, storage systems, SaaS integrations, or enterprise identity providers preferred
- Experience with SSO, SAML, OAuth, SCIM, RBAC, service accounts, and permissions troubleshooting preferred
- Experience writing RCA summaries, defect reports, knowledge articles, troubleshooting runbooks, or escalation templates preferred
- Experience mentoring junior support engineers or improving technical support workflows preferred
- Scripting experience with Python, Bash, or PowerShell
- Windows and macOS endpoint support, including command-line MSI/agent installation and MDM deployment through Intune, Jamf, or SCCM
- Experience configuring AV/EDR exclusions for CrowdStrike, Microsoft Defender, SentinelOne, or similar tools
- Understanding of policy manifests, cloud policy evaluation, agent-to-cloud communication, and IP allowlisting
- Familiarity with classic and AI-specific DLP policies
- Ability to read agent logs, workstation file paths, and data-scan results
- Familiarity with Claude, Cursor, GitHub Copilot, Codex, and MCP/tool-call concepts
- Ability to analyze logs, inspect APIs and web services, work with SQL, and write RCA summaries and runbooks
- Direct experience managing tickets and escalations in Zendesk, ServiceNow, Jira, or Salesforce
- Willingness to participate in a scheduled on-call rotation, including evenings, weekends, or holidays
Benefits
Comp & perks- Ability to work remotely, with office setup reimbursement
- Competitive salary
- Unlimited PTO
- Paid holidays and sick time
- Health, vision, and dental insurance
- Life, short and long-term disability insurance
- Potential merit increases based on individual or company performance, time in role, and other discretionary factors