Technical Support Engineer - Cybersecurity SaaS

As a Senior Technical Support Engineer, you’ll work directly with customers and engineering teams to solve complex technical problems, improve product reliability, and ensure a smooth customer experience. Your software development experience will let you dig into issues and contribute directly to product improvements.

Using AI: Coding agents are indisputably useful tools. We provide access to the top 3 models, and were early adopters of evals-first development flows. Familiarity with coding using agents is part of all interviews. However, reliability and correctness are critical for us. You will need to read and understand every line of code with your name on it, and it will be reviewed by both people and machines.

What you will do:

• Troubleshoot complex backend and frontend issues for enterprise customers.
• Work with Engineering, Product, and Security teams to find root causes and implement solutions.
• Help improve the product by debugging, prototyping, or building small automation tools.
• Apply web security, bot mitigation, and fraud prevention knowledge to support customers.
• Mentor other support engineers and enhance team processes and documentation.
• Build strong customer relationships through clear, proactive communication., * Experience with Grafana, SQL, ClickHouse, Redash, or supporting enterprise clients.

• 5+ years in software engineering or technical support with strong coding experience.
• Proficiency in Python, JavaScript, HTML, and CSS.
• Experience with distributed systems, web security, and large-scale applications.
• Strong problem-solving skills and attention to detail.
• Excellent communication and collaboration skills.
• Familiarity with support systems, ticketing tools, or automation/scripting is a plus.

• Fully remote position with flexible working hours.
• An inspiring team of colleagues spread all over the world.
• Pleasant, modern development and deployment workflows: ship early, ship often.
• High impact: lots of users, happy customers, high growth, and cutting edge R&D.
• Flat organization, direct interaction with customer teams.

We celebrate equality of opportunity and are committed to creating an inclusive environment for all team members. Join us as we transform cybersecurity, user privacy, and machine learning online!