About the Role
The ideal candidate will diagnose and resolve technical problems, support product improvements, and work closely with customers and internal teams to ensure reliable operation of security solutions.
Responsibilities
- Identify and resolve technical issues reported by customers
- Collaborate with engineering teams to escalate and resolve product defects
- Provide detailed documentation for support cases
- Assist in reproducing customer-reported bugs in test environments
- Communicate technical solutions clearly to non-technical stakeholders
- Monitor support systems for emerging issues
- Contribute to knowledge base articles and internal documentation
- Support product updates and patch deployments
- Work cross-functionally with development and QA teams
- Analyze system logs and diagnostic data
- Respond to urgent support requests within defined SLAs
- Validate fixes before closing support tickets
- Participate in on-call rotations for critical issues
- Track metrics related to support efficiency and resolution times
- Advocate for customer needs during product development cycles
- Assist in onboarding new support team members
- Stay current with product architecture and updates
- Troubleshoot integration issues with third-party systems
- Support pre-sales teams with technical feasibility assessments
- Conduct post-mortems for major incidents
- Improve support workflows based on feedback
- Escalate security vulnerabilities through proper channels
- Verify product behavior across different environments
- Maintain confidentiality of customer data
- Ensure compliance with support protocols and standards
Compensation
Competitive salary with benefits
Work Arrangement
Hybrid work model
Team
Collaborative engineering team focused on product reliability
Why Join Us
- Opportunity to work on cutting-edge security technology
- Supportive environment that values technical curiosity
- Direct impact on product development through customer feedback
Growth and Development
- Access to training resources and certification support
- Regular feedback and career progression discussions
- Mentorship from experienced engineering staff
Available for qualified candidates
