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Tech Stack
Tools & technologiesAWSAzureCloudCyber SecurityGoogle Cloud PlatformJamfMacOSPythonServiceNowSQL
About the role
Key responsibilities & impact- Investigate and resolve complex product-focused technical support issues
- Troubleshoot enterprise architectures across AI security, data discovery, classification, DLP workflows, and access analysis
- Own support tickets from initial discovery through resolution
- Reproduce issues and validate workarounds
- Write scripts and build diagnostic utilities to automate troubleshooting and log parsing
- Partner with Product, Engineering, DevOps, and OCTO teams on root-cause analyses and systemic platform issues
- Create reusable runbooks and technical guides and maintain accurate, actionable, 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- Bachelor's degree in Computer Science, Information Systems, Cybersecurity, Engineering, or a related technical field, or Associate degree with equivalent practical experience
- Associate degree or equivalent practical experience required; bachelor's degree preferred
- 5+ years in technical support, support engineering, escalation support, or customer-facing technical roles within SaaS or cybersecurity
- 3+ years of experience in technical support, support engineering, escalation support, SaaS support, cybersecurity support, or another technical customer-facing role
- Hands-on experience with Python, Bash, or PowerShell scripting and diagnostic workflow or log-parsing automation
- OS-level support for Windows and macOS, including MSI/agent installs via command line with OTP and MDM deployment through Intune, Jamf, or SCCM
- Experience configuring AV/EDR exclusions for CrowdStrike, Microsoft Defender, SentinelOne, or similar
- Understanding of local policy manifests, cloud policy evaluation, agent-to-cloud communication cadence, and IP allowlisting
- Familiarity with classic and AI-specific DLP policies and channels
- Ability to read agent logs, workstation file paths, and data-scan results
- Familiarity with Claude, Cursor, GitHub Copilot, Codex, and MCP/tool-call concepts
- Strong ability to analyze logs, inspect APIs and web services, work with SQL, and write RCA summaries and runbooks
- Experience managing tickets and escalations in Zendesk, ServiceNow, Jira, or Salesforce
- Strong written and verbal communication skills
- Ability to work autonomously and prioritize high-volume workloads based on SLAs, urgency, and customer impact
- Willingness to participate in scheduled evening, weekend, holiday, or on-call coverage
- Experience supporting enterprise cloud, SaaS, data security, cybersecurity, data governance, or infrastructure platforms
- Working knowledge of SQL, APIs, logs, scripting concepts, web services, authentication, permissions, and cloud troubleshooting
- Preferred: cybersecurity, DSPM, DLP, IAM, SIEM, CASB, CNAPP, CSPM, vulnerability management, data privacy, or data protection experience
- Preferred: AWS, Azure, GCP, cloud networking, IAM, databases, storage systems, SaaS integrations, or enterprise identity providers
- Preferred: SSO, SAML, OAuth, SCIM, RBAC, service accounts, and permissions troubleshooting
- Preferred: RCA summaries, defect reports, knowledge articles, troubleshooting runbooks, or escalation templates
- Preferred: mentoring junior support engineers or improving technical support workflows
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