L1 Technical Support Engineer

Overview

L1 Technical Support Engineer supporting enterprise customers for cloud email and SaaS security solutions.

What you'll do

• Own and resolve inbound support tickets for configuration issues, API questions, behavioral false positives, and threat investigations.
• Provide timely customer updates, root cause analysis, and solution recommendations.
• Partner with Engineering teams to drive high-quality resolutions and maintain post-mortem documentation.
• Support onboarding and customer engagement alongside Customer Success Managers.
• Create and maintain internal and external knowledge base documentation for self-service and case deflection.
• Identify recurring support trends and feed back customer pain points to improve product functionality and UX.

What you'll need

• 4+ years of experience in technical support within cybersecurity, SaaS, or enterprise technology environments.
• Strong understanding of email security concepts and modern cloud/SaaS ecosystems.
• Experience troubleshooting APIs, integrations, and enterprise platform configurations.
• Ability to investigate and resolve issues using log analysis and cross-functional collaboration.
• Strong written and verbal communication skills.
• Experience using Salesforce, Jira, Confluence (or similar support/collaboration tools).

Details

• Location: Remote - USA.