Overview
L1 Technical Support Engineer providing technical support to enterprise customers for cloud email and SaaS security solutions.
What you'll do
- Own and resolve inbound support tickets, including configuration issues and API-related questions.
- Conduct threat investigations and analyze behavioral false positives.
- Deliver customer updates with root cause analysis and solution recommendations.
- Partner with Engineering 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.
- Identify recurring support trends and provide feedback to improve product functionality and user experience.
What you'll need
- 2 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 technical issues using log analysis and cross-functional collaboration.
- Strong written and verbal communication skills.
- Experience using Salesforce, Jira, Confluence, or similar support/collaboration tools.
- Customer-first mindset focused on problem-solving and operational excellence.
Details
Read the full description and apply on the company’s own careers page.
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