Senior Technical Support Engineer

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

📋 Description

• Investigate and resolve intricate product-specific technical challenges within designated product domains.

• Troubleshoot enterprise architectures that include AI security, data discovery, classification, DLP workflows, and access analysis.

• Take ownership of support tickets from initial identification through to resolution as the principal technical expert and customer advisor.

• Reproduce issues, validate workarounds, enhance escalation quality, and minimize recurring issues through documentation and product feedback.

• Develop scripts and create diagnostic tools to automate troubleshooting, log parsing, and investigative processes.

• Collaborate with Product, Engineering, DevOps, and OCTO teams to conduct root-cause analyses and address systemic platform challenges.

• Produce reusable runbooks and technical manuals while ensuring accurate, actionable, and auditable case records are maintained.

• Integrate AI tools and agents into troubleshooting workflows and refine custom prompts.

• Advocate for customers and facilitate communication with technical teams and executive stakeholders.

• Mentor Tier 1 engineers on troubleshooting techniques, ticket management, and escalation procedures.

⛳️ Requirements

• An associate degree or equivalent practical experience is required.

• A bachelor's degree in Computer Science, Information Systems, Cybersecurity, Engineering, or a related technical field is preferred.

• A minimum of 3 years of experience in technical support, support engineering, escalation support, SaaS support, cybersecurity support, or another technical customer-facing role.

• Experience in supporting enterprise cloud, SaaS, data security, cybersecurity, data governance, or infrastructure platforms.

• Practical experience with ticketing and escalation workflows using Zendesk, Jira, Salesforce, Confluence, Slack, Teams, or similar systems.

• Working knowledge of SQL, APIs, logs, scripting concepts, web services, authentication, permissions, and cloud-based troubleshooting.

• Familiarity with data discovery, classification, permissions, DLP workflows, AI security, access analysis, connectors, and remediation workflows.

• Strong troubleshooting abilities, including investigating complex issues from intake to resolution, reproducing problems, isolating root causes, documenting findings, and delivering timely outcomes.

• Excellent written and verbal communication skills.

• Capability to prioritize tasks based on severity, customer impact, technical complexity, SLA risk, and business urgency.

• Ability to operate independently in ambiguous scenarios.

• Willingness to engage in evening, weekend, holiday, or on-call coverage as business needs dictate.

• Experience in cybersecurity, DSPM, DLP, IAM, SIEM, CASB, CNAPP, CSPM, vulnerability management, data privacy, or data protection domains is preferred.

• Practical experience with AWS, Azure, GCP, cloud networking, IAM, databases, storage systems, SaaS integrations, or enterprise identity providers is preferred.

• Familiarity with SSO, SAML, OAuth, SCIM, RBAC, service accounts, and permissions troubleshooting is preferred.

• Experience writing RCA summaries, defect reports, knowledge articles, troubleshooting runbooks, or escalation templates is preferred.

• Background in mentoring junior support engineers or enhancing technical support workflows is preferred.

• Scripting experience with Python, Bash, or PowerShell is required.

• End-user support for Windows and macOS, including command-line MSI/agent installation and MDM deployment via Intune, Jamf, or SCCM.

• Experience with configuring AV/EDR exclusions for CrowdStrike, Microsoft Defender, SentinelOne, or similar tools.

• Understanding of policy manifests, cloud policy evaluation, agent-to-cloud communication, and IP allowlisting.

• Familiarity with classic and AI-specific DLP policies.

• Ability to read agent logs, workstation file paths, and data-scan results.

• Familiarity with Claude, Cursor, GitHub Copilot, Codex, and MCP/tool-call concepts.

• Ability to analyze logs, inspect APIs and web services, work with SQL, and compose RCA summaries and runbooks.

• Direct experience managing tickets and escalations in Zendesk, ServiceNow, Jira, or Salesforce.

• Willingness to participate in a scheduled on-call rotation, including evenings, weekends, or holidays.

🏝️ Benefits

• Opportunity to work remotely, with reimbursement for office setup.

• Competitive salary.

• Unlimited paid time off (PTO).

• Paid holidays and sick leave.

• Health, vision, and dental insurance.

• Life insurance and short and long-term disability coverage.

• Potential for merit increases based on individual or company performance, time in role, and other discretionary factors.