Senior Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage complex, high-severity, and escalated tickets from start to finish, serving as the primary technical escalation point before involving engineering.

• Troubleshoot intricate technical issues across APIs, identity and authentication, integrations, telemetry, and product data workflows.

• Collaborate with the Head of Customer Support to design, develop, and continually refine agentic support systems, including automated triage, resolution, and knowledge retrieval.

• Transform your resolution efforts into reusable automation, playbooks, and knowledge that agentic systems can execute autonomously.

• Identify shortcomings in automation and agentic resolutions, and work to address these gaps to improve deflection rates and the quality of automated resolutions.

• Engage with Product and Engineering teams on root cause analyses, bug escalations, and implementing permanent product fixes.

• Establish the technical quality standards for the support function and provide mentorship to other engineers on these standards.

⛳️ Requirements

• A robust hands-on technical support or support engineering background in a technical B2B SaaS product, with a strong preference for experience in cybersecurity, identity, or SaaS security contexts.

• Extensive knowledge of APIs, authentication and identity, logs and telemetry, integrations, and systematic debugging.

• Proven experience in building or optimizing automation or agentic and LLM-based support tools, or a clear willingness and enthusiasm to do so.

• The capability to convert chaotic, one-time escalations into repeatable, automatable solutions.

• Ability to work comfortably in a setting characterized by ambiguity, particularly in a function that is being actively restructured around technology.

🏝️ Benefits

• Competitive salary along with equity and a 401k plan.

• Comprehensive healthcare plans that include dental and vision coverage.

• Flexible paid time off policies and designated paid holidays.

• 12 weeks of leave for new parents or family needs.

• Resources for personal and professional development.