Own the intake, triage, and routing of support requests for all product areas, ensuring timely initial and follow-up responses across customer channels—including email, Slack, Teams, and Intercom.
Conduct thorough troubleshooting of customer requests to identify root causes.
Regularly review outstanding requests and tickets, coordinating next steps and driving timely resolution.
Support monthly and quarterly Technical Check-Ins with customers by reviewing product configurations.
Accurately document issues in ticketing systems while also providing detailed solutions.

3+ years of progressively advanced experience in a highly technical, customer-facing role – preferably as part of a SaaS company in the data privacy, cybersecurity, or compliance space.
Bachelor’s degree in Information Systems, Data Science, Computer Science, or a related field.
Able to work standard hours in Eastern Time (9am
5pm ET), Monday through Friday.
Excellent communicator with a knack for explaining complex, technical concepts to both technical and non-technical audiences.
Ability to break down complex problems to determine a series of actions that can be taken.
Resourceful in identifying solutions, whether through independent research or hands-on experimentation.
Eagerness for constant self-directed learning and ability to grasp new concepts and systems quickly.
Thrive working with a high degree of autonomy in fast-paced, high-growth environments.
Comfortable with async and online methods of communication.
Strong proficiency in reading, writing, and debugging client-side and backend JavaScript (bonus points for TypeScript).
Comfortable creating simple custom scripts (e.g., in JavaScript, Python) ad-hoc.
Working knowledge of HTML / CSS.
Highly capable in using and debugging REST and GraphQL APIs.
Experienced with and able to effectively use log monitoring tools like Datadog.
Familiar with ticketing systems like Linear, Asana, or Jira.

Support Engineer – CX

Key skills