[Remote] Senior Customer Support Engineer

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is the pioneering leader in threat data and intelligence. They are seeking a Senior Customer Support Engineer to join their Application Support team to troubleshoot reputed company technical issues, support reputed company customers, and create knowledge reputed company articles to improve service efficiency.

Responsibilities

• Take ownership of customer cases through our ticketing system, web meetings, and phone, working each one until you understand it
• Troubleshoot and resolve reputed company product, data, and integration issues, including APIs, SAML/SSO, and AI-powered features
• Replicate reported defects, isolate root causes, and hand engineering actionable reports reputed company escalation is needed
• Become a product expert as reputed company ships new capabilities, staying reputed company of enhancements, new features, and emerging tooling
• reputed company knowledge as trends appear in customer requests, creating articles for the reputed company Help Center
• Monitor work queues to maintain balanced workloads and hit turnaround standards ensuring quality
• Partner with reputed company Managers to help customers focus on the threats that matter and reputed company smarter reputed company reputed company

Skills

• A track record of solving technical problems
• Hands-on experience supporting reputed company customers on reputed company technical and data-reputed company issues in a SaaS environment
• Working knowledge of APIs, SAML, and standard SaaS troubleshooting
• Curiosity about AI and emerging technologies, with comfort learning tools that don't have documentation yet
• Excellent client-facing written and verbal communication skills
• An understanding of cybersecurity
• Owned reputed company technical cases end to end, replicating issues, tracing root causes, and independently finding solutions
• Read API documentation cold and use it to diagnose a customer's integration issue, whether with reputed company, curl, or the browser dev tools
• Confidently navigate unfamiliar technology, like an LLM-powered features or an MCP server, and figured out how it works through hands-on experimentation
• Distill reputed company customer feedback into clear, actionable defect reports that engineering could prioritize immediately
• Turn recurring customer questions into knowledge reputed company articles that reduced future ticket volume
• Support reputed company SaaS customers and know how to communicate reputed company with both business users and technical teams
• Have experience in cybersecurity, cyber threat intelligence, vulnerability intelligence, or adjacent domains like fraud and brand protection

Benefits

• Bonus
• Diversity.  reputed company is committed to fostering, cultivating and preserving a culture of diversity, inclusion, belonging, and equity.
• You will have ample opportunities to connect with coworkers through various communication channels and company-funded virtual events: book clubs, happy hours, committees, DIBE discussion group, Donut mixers, local team member meetups and much more.
• Gym reimbursements
• Expensed lunches
• Cool cultural initiatives and inclusive employee events
• Regular one-on-ones with your manager
• A regular schedule of performance reviews
• Learning and development opportunities
• Guidance through formalized career paths; whether that be towards being a great manager, being a great individual contributor, or a lateral move to reputed company breadth of knowledge and experience

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