Technical Support Engineer

Role Description

• Work firsthand with customers to address complex post-sales concerns, requiring in-depth evaluation of situations or data.
• Critical thinker in understanding methods, techniques, and evaluation criteria for obtaining results.
• Network with key contacts outside your area of expertise.
• Detail difficult technical issues to both non-technical and technical professionals.
• Regularly participate in technical discussions with multi-functional teams to create transparency and improve products, working environments, and cybersecurity.
• Provide quick, thoughtful, and technical assistance to clients, often in high-pressure situations.

Your Impact

• Respond to user-reported issues in adherence to established Service Level Agreements.
• Triage customer-reported issues and respond via ticketing system, phone, or remote sessions.
• Identify the area of fault (code, environment, or configuration) and work with appropriate teams to implement fixes.
• Provide timely feedback on the development process regarding customer-reported product problems.
• Document actions to effectively communicate information internally and to customers.
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures.

Requirements & Tech Stack

• Experience of 0-2 years supporting endpoint security software products, EDR, and MDM technologies is a plus.
• Familiarity with software supply chain security, public registries (NPM, PyPI, Chrome Web Store), and emerging AI architectures (Hugging Face, MCP servers, AI models/agents, and plugins).
• Troubleshooting and system-level debugging expertise across Windows, Linux, and macOS platforms.
• Understanding of Secure Web Gateways (SWG), Proxy Auto-Config (PAC Files), TLS/SSL decryption to diagnose agent connectivity issues.
• Demonstrated analytical mindset with an interest or experience in improving support processes, utilizing dashboards, and tracking performance metrics.
• Ability or academic exposure to working cross-functionally with Engineering/R&D teams is a plus.
• Excellent customer-facing written and verbal communication skills, with the ability to remain organized and proactive in fast-paced environments.
• Foundational background in cybersecurity, including an understanding of malware, exploits, and operating system structure/behavior.

Qualifications

• BS/MS or equivalent experience required.
• Critical thinking and problem-solving skills.
• Ability to work under pressure and in fast-paced environments.
• Strong communication and collaboration abilities.
• Technical expertise in endpoint security and related technologies.