Technical Support Engineer

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

📋 Description

• Manage technical support cases from initial acknowledgment to resolution, ensuring response times are met and customers are kept updated.

• Analyze issues by collecting context, interpreting logs and errors, testing assumptions, and differentiating between environmental or configuration issues and product defects.

• Troubleshoot BloodHound Enterprise for both SaaS and on-premises deployments, which includes data collection and ingestion, authentication, connectivity, APIs, and application performance.

• Assist customers in identifying environmental dependencies and collaborate with administrators and internal escalation teams for troubleshooting.

• Lead customers through actionable troubleshooting steps and participate in troubleshooting calls when necessary.

• Collaborate with Technical Account Managers to ensure continuity and share customer insights.

• Escalate issues to Product and Engineering teams with detailed descriptions, diagnostic evidence, reproduction steps, and customer impact; remain involved until resolution.

• Develop reusable documentation and knowledge base articles, while also proposing enhancements to support workflows.

• Recognize recurring issues and communicate customer feedback to enhance the product and support experience.

• Safeguard customer diagnostic data and adhere to approved protocols.

⛳️ Requirements

• A minimum of four years of technical support experience, including hands-on troubleshooting and effective customer communication.

• Outstanding written and verbal communication skills, with the ability to establish customer trust, simplify complex technical issues, adapt to various audiences, and keep customers informed through clear expectations, proactive updates, and honest communication.

• Strong troubleshooting acumen: capable of deconstructing unfamiliar problems, identifying missing evidence, and advancing toward solutions.

• Fundamental understanding of enterprise IT environments and general security principles.

• Capacity to investigate configuration, permissions, authentication, and connectivity challenges.

• Working knowledge of networking principles.

• Practical ability to interpret logs and error messages, as well as inspect API requests and responses.

• Familiarity with reading PowerShell and Python scripts, along with a willingness to develop these skills on the job.

• Competence in managing competing support priorities, working independently, and knowing when to involve others.

• Openness to learning about BloodHound, related technologies, and new troubleshooting methodologies.

• Capability to successfully pass a criminal background check.

• Authorization to work and reside in the United States; immigration visa sponsorship is not currently available.

🏝️ Benefits

• Health/Dental/Vision/life insurance: 100% coverage for both employees and their families.

• Flexible time-off policy.

• 13 paid holidays each year.

• 401(k) plan with up to 4% company match.

• Stock options and quarterly bonuses.

• Remote work support: $1,500 new hire allowance for home office setup.

• $500 annual allowance for home office expenses after the first year.

• $150 monthly reimbursement for cell phone and internet expenses.

• $5,000 annual professional development budget.

• $5,250 contribution towards continuing education or student loan repayment.

• $1,200 annual budget for lifestyle, wellness, pet insurance, and more.

• A one-time $10,000 benefit for family planning.

• In-person and virtual employee events held throughout the year.

• Company swag provided.