You will be working at a fast-paced startup, servicing global enterprise clients worldwide and enjoying a diverse, dynamic culture, building next generation cyber security technology.
Responsibilities
– Lead investigation and resolution of complex technical issues, performing deep root cause analysis across application, network, security, and platform layers.
– Use logs, APIs, telemetry, and AI-powered tools to troubleshoot product behavior and accelerate issue resolution.
– Partner closely with R&D and Product teams to reproduce issues, validate fixes, document defects, and improve product quality.
– Own critical customer escalations, driving communication, coordination, and timely resolution.
– Participate in customer meetings to provide technical guidance, explain findings, and support resolution plans.
– Act as a technical focal point for customers and internal teams on product, integration, and security-related topics.
– Identify recurring issues and recommend improvements to product functionality, support processes, and automation.
– Create and maintain knowledge base articles, troubleshooting guides, and technical documentation.
– Support onboarding, training sessions, and knowledge sharing across teams.
– 3+ years of experience supporting enterprise SaaS, cybersecurity, or cloud platforms.
– Strong understanding of web and network security concepts.
– Proven ability to perform deep technical investigations and drive issues to resolution.
– Experience working directly with Engineering and Product teams on complex technical problems.
– Hands-on experience with log analysis, APIs, troubleshooting, and system diagnostics.
– Familiarity with AI-assisted troubleshooting or code analysis tools.
– Strong understanding of SaaS architectures, integrations, and cloud environments.
– Excellent communication skills and ability to explain technical concepts to diverse audiences.
– Customer-focused mindset with strong ownership and prioritization skills.
– Previous startup experience is required.
- Fluency in English.
