Technical Support Engineer

SpecterOps

. Own technical support cases from initial response through resolution, meeting response expectations and keeping customers informed .

Posted 10/8/2026full-timeRemote • United StatesMid-LevelSenior💰 $100,000 - $125,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical support capabilities with a focus on troubleshooting, customer communication, and problem resolution. Proficient in investigating issues within enterprise IT environments, interpreting logs, and managing customer expectations effectively.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting JudgmentNetworking ConceptsLog InterpretationCustomer Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingConfiguration InvestigationAuthentication IssuesConnectivity IssuesLog InterpretationAPI InspectionPowerShellPythonData CollectionSaaS Deployments

Soft Skills

Written CommunicationVerbal CommunicationCustomer Trust BuildingAdaptabilityProactive Updates

Tools & Technologies

BloodHound EnterpriseKnowledge Base ArticlesDiagnostic Tools

Certifications & Qualifications

Criminal Background Investigation Clearance

Industry Keywords

Enterprise ITSecurity PrinciplesTechnical Account ManagementSupport Workflow Improvements

Tech Stack

Tools & technologies

Python

About the role

Key responsibilities & impact

Own technical support cases from initial response through resolution, meeting response expectations and keeping customers informed
Investigate issues by gathering context, interpreting logs and errors, testing hypotheses, and distinguishing environmental or configuration problems from product defects
Troubleshoot BloodHound Enterprise across SaaS and on-premises deployments, including data collection and ingestion, authentication, connectivity, APIs, and application behavior
Help customers identify environmental dependencies and coordinate troubleshooting with administrators and internal escalation partners
Guide customers through actionable troubleshooting steps and join troubleshooting calls when useful
Partner with Technical Account Managers to maintain continuity and share customer context
Escalate to Product and Engineering with descriptions, diagnostic evidence, reproduction steps, and customer impact; remain engaged through resolution
Create reusable documentation and knowledge base articles and suggest support workflow improvements
Identify recurring issues and share customer feedback to improve the product and support experience
Handle customer diagnostic data securely and follow approved procedures

Requirements

What you’ll need

Four or more years of technical support experience involving hands-on troubleshooting and customer communication
Exceptional written and verbal communication with the ability to build customer trust, make complex technical issues understandable, adapt to different audiences, and keep customers informed through clear expectations, proactive updates, and honest communication
Strong troubleshooting judgment: ability to break down unfamiliar problems, identify missing evidence, and make progress
Working understanding of enterprise IT environments and general security principles
Ability to investigate configuration, permissions, authentication, and connectivity issues
Working knowledge of networking concepts
Practical comfort interpreting logs and error messages and inspecting API requests and responses
Familiarity reading PowerShell and Python scripts and query examples, with willingness to build those skills on the job
Ability to manage competing support priorities, work independently, and recognize when to involve others
Willingness to learn BloodHound, related technologies, and new troubleshooting approaches
Ability to successfully complete a criminal background investigation
Authorization to work and reside in the United States; immigration visa sponsorship is not currently provided

Benefits

Comp & perks

Health/Dental/Vision/life insurance: 100% covered for both the employee and their family
Flexible time off policy
13 paid holidays annually
401(k) with up to 4% company match
Stock Options & quarterly bonuses
Remote work: $1,500 new hire allowance to set up home office
$500 annual home office allowance after first year
$150 monthly cell phone and internet reimbursement
$5,000 annual professional development allowance
$5,250 towards continuing education or student loan repayment
$1,200 annual budget for lifestyle, wellness, pet insurance and more
A one-time $10,000 benefit towards family planning
In person and virtual employee events throughout the year
Company swag