Technical Support Engineer – AI Cybersecurity Platform

Employer Industry: Cybersecurity and SaaS Solutions

• Base salary range: $51,000 — $60,000 USD
• Opportunity for bonuses and restricted stock units (RSUs)
• Chance to work with cutting-edge behavioral AI technology in email and SaaS security
• Supportive and collaborative work environment with opportunities for continuous learning
• Ability to make a significant impact on customer satisfaction and product improvement
• Engaging role that combines technical troubleshooting with customer advocacy

• Act as a trusted L1 technical advisor for enterprise customers using the employer's Cloud Email Security and AI Security Agents
• Own and resolve inbound support tickets, including configuration issues, API questions, and threat investigations
• Provide customers with clear updates, root cause insights, and solution recommendations
• Collaborate closely with Engineering to ensure timely resolutions and thorough documentation
• Create and maintain knowledge base content to improve case deflection and empower customers

• 4+ years in technical support roles, ideally in cybersecurity, enterprise SaaS, or API-driven platforms
• Strong knowledge of email security fundamentals, SaaS platforms, and cloud ecosystems such as Microsoft 365 and Google Workspace
• Proven ability to debug complex technical issues and analyze logs
• Excellent written and verbal communication skills for explaining technical concepts to diverse stakeholders
• Familiarity with support and collaboration tools such as Salesforce, Jira, and Confluence

• Experience using AI tools (e.g., GPT-based assistants, internal chatbots, or AI-powered support platforms) for troubleshooting
• A mindset for continuous learning and improving customer experience

We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.