Investigate and resolve complex technical issues raised by enterprise customers using the IONIX platform.
Work closely with Engineering and Product teams to troubleshoot problems, analyze logs, and drive root cause analysis.
Identify patterns in support tickets and customer feedback to help improve the product and influence roadmap decisions.
Collaborate with Customer Success and Sales teams to ensure timely resolution of issues in accordance with SLA requirements.
Join customer calls and escalations, particularly with large enterprise accounts, to help diagnose issues and provide technical clarity.
Conduct training sessions, workshops, and webinars to help customers better understand and leverage the platform.
Document product defects, suggest improvements, and contribute to internal knowledge sharing.

4+ years of experience providing technical support for enterprise SaaS or cybersecurity platforms.
Strong troubleshooting skills including log analysis and technical investigation of bug reports.
Solid understanding of web or network security concepts.
Proven ability to prioritize issues, take ownership, and drive resolution in high-pressure environments.
Experience working with enterprise customers and managing technical escalations.
Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly.
Previous startup experience is required.

Technical Support Engineer

Key skills