Note: The job is a remote job and is open to candidates in USA. Expel is hiring a Security Solutions Engineer to serve as a technical resource and escalation point for its Customer Success organization. The role involves troubleshooting complex security issues, collaborating across engineering and security teams, and improving documentation, enablement, and operational processes.
Responsibilities
- Serve as a trusted technical resource and escalation point for our Customer Success organization, providing timely, accurate, and thorough responses to technical questions
- Troubleshoot complex technical issues, perform root cause analysis, and help identify practical solutions that improve customer outcomes
- Partner with CSMs, TAMs, and TSEs to address technical challenges, occasionally joining customer conversations when deeper technical expertise is needed
- Collaborate with Security, Detection & Response Engineering, and other Engineering teams to develop a strong understanding of Expel's platform architecture, integrations, data flows, and detection and response capabilities
- Identify gaps in existing documentation and proactively create, maintain, and improve internal and external knowledge resources
- Help enable Customer Success teams to answer common technical questions independently, reducing repetitive inquiries and improving response times
- Maintain accurate records of technical inquiries, including request types and trends, to help the team identify recurring challenges and prioritize improvements
- Contribute to the team's operational processes, helping improve how technical requests are tracked, escalated, resolved, and documented
- Share your expertise with teammates and help build a culture of continuous learning, collaboration, and technical excellence
Skills
- 5+ years of experience in the cybersecurity industry, ideally with exposure to technical troubleshooting, security operations, or consultative customer-facing roles
- Strong troubleshooting and root cause analysis skills, with the ability to independently investigate and resolve complex technical challenges
- Technical depth in one or more security technology areas, including EDR, NDR, SIEM, cloud security, or related security platforms
- A solid understanding of detection strategies, security operations workflows, and the technical tradeoffs associated with different security solutions
- Familiarity with common attack vectors, threat tactics and techniques, frameworks such as MITRE ATT&CK, and the broader attack lifecycle
- Working knowledge of the cybersecurity landscape, including security products, service providers, and their relative strengths and limitations
- An understanding of security controls across common operating systems, cloud environments, and enterprise technologies, including Windows, Unix/Linux, AWS, Google Workspace, Microsoft 365, and network infrastructure
- Experience working with ticketing, case management, or operational workflow platforms such as Zendesk, ServiceNow, or similar tools
- Strong written and verbal communication skills, with the ability to explain complex technical concepts to both technical practitioners and business stakeholders
- A consultative approach to problem-solving, including active listening, thoughtful questioning, and the ability to understand the underlying issue before recommending a solution
- Sound judgment when prioritizing competing requests, managing challenging conversations, and knowing when to escalate
- A collaborative, curious mindset and a genuine interest in learning, sharing knowledge, and continuously improving how work gets done
- Awareness of how security challenges and priorities can differ across customer industries and environments
- We're only hiring individuals authorized to work in the United States
- We do not currently sponsor immigration visas
- A bachelor's degree or relevant security certifications are a plus, but they're not required
Benefits
- Bonus eligibility
- Equity
- Unlimited PTO (which we model and encourage)
- Work location flexibility
- Up to 24 weeks of parental leave
- Excellent health benefits
- The opportunity to work with a wide variety of security technologies, platforms, and customer environments
- Deepen your expertise in managed detection and response (MDR), security operations, and the broader cybersecurity landscape
- Connect with experienced security practitioners, engineers, and leaders across Expel and our customer base
- Hands-on exposure to complex technical challenges that require creative problem-solving and thoughtful troubleshooting
- Help sharpen your consultative skills as you translate complex technical concepts into clear, actionable guidance
- The opportunity to influence how the Customer Success organization operates through documentation, enablement, and process improvements
- A collaborative team that values technical curiosity, knowledge-sharing, and continuous improvement
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