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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Engineer - **Company:** Spycloud, Inc. - **Location:** Austin, TX, United States - **Experience:** Experienced - **Salary:** $65,000.0 - $85,000.0 - **Contract:** Permanent contract - **Skills:** JavaScript (Programming Language), Active Directory, Cyber Security, Information Systems, DevOps, Error Codes, Internet Protocol, JSON, Python (Programming Language), Windows PowerShell, Web Applications, Bug Reporting, Information Technology, Cybercrime, Restful APIs, Zendesk, Programming Languages - **Published:** July 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b5c6795e902dd747 ## About the Role * 3+ years of customer support experience in technical environments * Technical and Analytical Skills: * + Strong affinity with internet technologies and knowledge of customer relations technical processes. + Exceptional problem-solving capabilities and ability to adapt to new processes and procedures quickly, while dealing with many varied technical support requests and challenges. * Organizational Skills: * + Stellar organizational skills and ability to manage multiple projects with multiple deadlines simultaneously. * Creative Problem Solving: * + Ability to think on your feet and come up with creative solutions to non-obvious problems. * Customer Empathy: * + Empathy for customer challenges and enjoyment in problem solving. * Familiarity With: * + Software as a Service (SaaS) solutions. + DevOps. + REST APIs. + Programming languages (Python, JSON, JavaScript, etc.) interaction with a REST API (synchronously, asynchronously, parsing results). + HTTP Error codes and their relationship to REST API calls. * Education: * + Bachelor's degree (BA/BS) required + Bachelor's degree in a technical related field required (e.g., Computer Science, Information Systems, Business, or equivalent) preferred + Advanced certifications or training in technical support operations, ITIL, or customer experience strategy is a plus Nice to Have * Cybersecurity, ATO prevention, and Zendesk experience a plus * Familiarity with Active Directory configuration, Windows system administration, and PowerShell scripting * Creating technical documentation ## Description SpyCloud is seeking a Support Engineer to join our 24x7 global support operations. This role reports to the Director of Customer Support and assists ensuring that customers receive high-quality, technically sound support with a focus on speed, satisfaction, and operational excellence. The ideal candidate will be passionate about delivering industry-leading customer support to SpyCloud's customers. They will be focused on driving the use of leading-edge tools, documentation, and processes that continuously enhance and customer experience and leveraging. The right candidate will drive to remove every possible barrier in helping our customers to disrupt cybercrime that could impact their business. What You'll Do: * Technical Support: * + Provide technical support for our enterprise customers and partners via phone, web-based tools, and email. + Integrate as part of our Global Support team. * Product Understanding: * + Develop a deep understanding of SpyCloud's products. * Issue Troubleshooting: * + Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments. + Reproduce customer issues and, if necessary, file bug reports, escalate cases to engineering, and provide necessary documentation requirements. * Customer Expectations: * + Meet or exceed customer expectations on response quality, timeliness of response, and overall customer experience. * Communication and Improvement: * + As one of the key contacts with our customers, effectively communicate areas of improvement for both product and services. + Help track support metrics and share findings you identify. + Uphold and improve our first response time and high standard for customer satisfaction. ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [From DevOps to Scaled DevOps: How We’re Rebuilding Continuous Delivery as a Platform](https://www.wearedevelopers.com/videos/100018-from-devops-to-scaled-devops-how-we-re-rebuilding-continuous-delivery-as-a-platform) - [Tips and Tricks for Working with JSON](https://www.wearedevelopers.com/videos/1229-tips-and-tricks-for-working-with-json) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [DevOps Maturity Check – a way to balance autonomy and alignment](https://www.wearedevelopers.com/videos/58-devops-maturity-check-a-way-to-balance-autonomy-and-alignment) - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) ## Related Articles - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Countries for Software Engineers](https://www.wearedevelopers.com/magazine/267-best-countries-for-software-engineers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking)