This is a Fully Remote Job
About Our Client:
The organization operates within the cybersecurity and data security industry, addressing challenges related to enterprise security architectures including AI security, data discovery, classification, and data loss prevention workflows. It focuses on improving the operational effectiveness of security platforms by providing deep technical expertise and feedback to enhance product performance and reduce recurring issues.
About the Opportunity:
The SENIOR TECHNICAL SUPPORT ENGINEER role is responsible for resolving complex technical issues within defined product domains, offering expert troubleshooting and acting as a primary technical resource for customers. This position plays a key role in driving product impact by collaborating with cross-functional teams, improving support processes through automation and documentation, and mentoring junior engineers. The role directly contributes to customer success and operational excellence in technical support.
Responsibilities:
Investigate and resolve complex technical challenges across enterprise security architectures.
Own support tickets end-to-end, providing authoritative technical guidance.
Develop automation scripts and diagnostic tools to enhance troubleshooting efficiency.
Collaborate with product, engineering, DevOps, and other teams to inform product improvements.
Create and maintain technical documentation and runbooks.
Integrate AI tools to improve support workflows and case resolution speed.
Advocate for customers by managing technical communications with internal teams and stakeholders.
Mentor Tier 1 engineers in troubleshooting and escalation protocols.
Requirements:
Bachelor's degree in Computer Science, Information Systems, Cybersecurity, Engineering, or related field, or Associate degree with equivalent experience.
Minimum 5 years in technical support, support engineering, or escalation roles in SaaS or cybersecurity environments.
Proficient in scripting languages such as Python, Bash, or PowerShell.
Experience with Windows and macOS endpoint support, including manual installations and MDM deployment.
Knowledge of AV/EDR exclusion configurations.
Understanding of networking and troubleshooting fundamentals related to policy evaluation and agent communication.
Familiarity with DLP channels and AI-specific DLP policies.
Skills in debugging and forensic analysis of agent logs and data-scan results.
Awareness of AI agent and tool ecosystems relevant to endpoint security.
Strong technical troubleshooting and root cause analysis skills.
Experience with enterprise ticketing and escalation platforms such as Zendesk, ServiceNow, Jira, or Salesforce.
Excellent written and verbal communication skills.
Ability to work independently in ambiguous situations and manage priorities.
Willingness to participate in scheduled on-call rotations.
Pay Range and Compensation Package:
The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.
Equal Opportunity Statement:
Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.