Own the end-to-end technical support experience for our customers.
Serve as the primary technical point of contact post-sale.
Troubleshoot complex issues and guide customers through integrations and implementation questions.
Build the systems and processes that allow support to scale as we grow.
Serve as the primary technical escalation point for customer issues.
Investigate, reproduce, and resolve platform, integration, and data-related challenges with urgency and ownership.
Analyze logs, APIs, and configurations to identify root causes.
Support customers with API integrations and provide clear technical guidance and documentation.
Establish ticketing workflows, SLAs, and escalation paths.
Work closely with Technical Account Management and Sales Engineering during onboarding and expansion to ensure technical adoption and smooth handoffs.
Surface recurring issues, feature gaps, and field insights to improve platform reliability.

2–5+ years in Technical Support, Support Engineering, Solutions Engineering, or a related customer-facing technical role in SaaS
Experience owning complex technical issues end-to-end.
Experience supporting security platforms, GRC tools, IT infrastructure, or data-driven SaaS products is strongly preferred.
Comfortable working with APIs, logs, JSON payloads, SSO (SAML/OIDC), and integration troubleshooting.
Ability to navigate technical documentation and reproduce customer environments.
Experience in early-stage (Seed–Series C) or high-growth environments.
Able to clearly translate technical findings into concise updates for both technical and non-technical stakeholders.
Strong written documentation skills.
Self-starter who thrives in fast-paced environments, takes initiative, and is motivated by delivering exceptional customer outcomes.

Support Engineer

Key skills