Customer Support Engineer

Mix Mode is a leading provider of AI-powered cybersecurity solutions at scale, pioneering a patented third-wave, context-aware AI approach that automatically learns and adapts to dynamic environments. The Mix Mode platform delivers self-supervised, real-time threat detection for known and unknown threats across cloud, hybrid, and on-premises environments. Large organizations with big data workloads – including those in enterprise, critical infrastructure, US Department of War and US Intelligence Community – trust Mix Mode to defend their most important assets.

Backed by PSG and Entrada Ventures, Mix Mode is headquartered in Santa Barbara, California. Learn more mode.ai.

Job Summary: Mix Mode is seeking a Customer Success Support Engineer to join our team either remotely or in our Santa Barbara office. This person is responsible for managing the technical health of our customers and ensuring their long‑term success with our cyber defense platform. You will act as a primary technical resource, bridging the gap between high-level support and proactive customer enablement.

• Ticket Management: Overseeing and resolving technical support requests and cybersecurity issues efficiently.
• Customer Training: Conducting training sessions for new customer team members and providing deep dives into new platform features.
• Feature Deployment: Handling the setup and configuration of new features and specialized functionality for existing clients.
• Technical Consulting: Helping customers write scheduled tasks and develop custom queries to maximize platform utility.
• Relationship Building: Building strong, lasting relationships with key customer stakeholders to drive platform adoption and usage.
• Cross-Functional Collaboration: Collaborating with security operations, engineering, and product teams to communicate customer needs and feedback.

• Education: Bachelor’s degree in Computer Science, Cyber Security, or a relevant field, or equivalent experience.
• Experience: 2‑4 years in a customer‑facing Customer Success or Technical Support role.
• Core Technical
  
  Skills:
  
  
  • SIEM & NTA:
    Experience supporting and troubleshooting SIEM and Network Traffic Analysis platforms in customer environments.
  • Networking:
    Solid understanding of networking fundamentals and Syslog-based log ingestion.
  • Linux:
    Hands‑on experience administering and troubleshooting RHEL, Rocky Linux, and Ubuntu systems.
  • Kubernetes:
    Familiarity with Kubernetes and containerized deployments preferred.
• Soft Skills:
  • Strong interpersonal and communication skills, with the ability to explain technical concepts clearly and concisely to diverse audiences.
  • Proven ability to train customers and present complex information in an engaging, accessible manner.
  • Skilled at building rapport and collaborating effectively with both customers and internal teams.
  • Able to work independently or as part of a cross‑functional team.
  • Demonstrates self‑awareness, empathy, and composure when navigating complex or high‑pressure situations.
  • Strong problem‑solving and troubleshooting abilities in complex cybersecurity environments.
  • Acts with integrity and maintains a positive, professional attitude in challenging circumstances.

We are open to hiring great talent who may have qualifications above or below those specifically listed in this job description. Pursuant to California law, we must display the pay range for this job. Since we are willing to hire within a broad spectrum of qualifications, we also reflect a broad pay range. The range that we are targeting for this position is $110,000‑$160,000, though we can adjust based on individual qualifications.

Individual salary is determined by qualifications, role, level, and location.

Compensation and benefits are competitive based on industry standards. Benefits for full‑time team members include:

• Remote‑First Work Culture
• Basic & Voluntary Life and AD&D
• Flexible Spending Account (FSA)
• 401(k) with Employer Match
• Paid Holidays & Flexible Paid Time Off (PTO)

Mix Mode provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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