Support Engineer

Spy Cloud is on a mission to make the internet a safer place by disrupting the criminal underground. Spy Cloud's solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes Spy Cloud a special place to work. If you're driven to align your career with a fantastic mission, look no further!

The Support Engineer provides enterprise-level support for Spy Cloud's customers and partners. In this role, you will provide technical assistance, troubleshoot and resolve customer/partner problems, interface with engineering on product issues, and establish root cause analysis with a timely solution to meet or exceed our customers' expectations.

• Technical Support:
  • Provide technical support for our enterprise customers and partners via phone, web-based tools, and email.
  • Integrate as part of our Global Support team.
• Product Understanding:
  • Develop a deep understanding of Spy Cloud's products.
• Issue Troubleshooting:
  • Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments.
  • Reproduce customer issues and, if necessary, file bug reports, elevate cases to engineering, and provide necessary documentation requirements.
• Customer Expectations:
  • Meet or exceed customer expectations on response quality, timeliness of response, and overall customer experience.
• Communication and Improvement:
  • As one of the key contacts with our customers, effectively communicate areas of improvement for both product and services.
  • Help track support metrics and share findings you identify.
  • Uphold and improve our first response time and high standard for customer satisfaction.

• Experience:
  • 1-2 years of Support Engineer experience in a customer-interacting role.
  • Practical experience with a solid background in problem analysis and resolution of SaaS enterprise platforms.
• Technical and Analytical
  
  Skills:
  
  
  • Strong affinity with internet technologies and knowledge of customer relations technical processes.
  • Exceptional problem‑solving capabilities and ability to adapt to new processes and procedures quickly, while dealing with many varied technical support requests and challenges.
• Organizational
  
  Skills:
  
  
  • Stellar organizational skills and ability to manage multiple projects with multiple deadlines simultaneously.
• Creative Problem Solving:
  • Ability to think on your feet and come up with creative solutions to non‑obvious problems.
• Customer Empathy:
  • Empathy for customer challenges and enjoyment in problem solving.
• Familiarity With:
  • Software as a Service (SaaS) solutions.
  • Dev Ops.
  • REST APIs.
  • Programming languages (Python, JSON, JavaScript, etc.) interaction with a REST API (synchronously, asynchronously, parsing results).
  • HTTP Error codes and their relationship to REST API calls.
• BA/BS/Undergraduate degree required.

• Cybersecurity, ATO prevention, and Zendesk experience a plus
• Familiarity with Active Directory configuration, Windows system administration, and Power Shell scripting
• Creating technical documentation

Spy Cloud is not sponsoring visas at this time.

At Spy Cloud, we are committed to working alongside individuals who are equally passionate about preventing cybercrime, regardless of their department or role. Guided by our core values in all business decisions, we prioritize unity in our mission and ensure all Spy Cloud employees have the support and benefits they need to stay focused on our goals. In addition to our engaging workspace in South Austin, flexible and remote‑friendly work options, and competitive salary package, we offer our employees a comprehensive benefits package that includes:

• 401(k) with Employer Contribution
• Health, Vision, and Dental Insurance
  • Health Savings Account (HSA) available with Employer Contribution
• Employer Paid Life, Short-term, and Long-term Disability Insurance
• Generous PTO Plan and 16 paid holidays per year

• Retirement Savings Plan with Employer Contribution
• Employer Provided Private Health…