Who you are

• 3+ years of technical support, systems administration, or DevOps experience
• Minimum 2 years of hands-on experience with cybersecurity tools and concepts (SIEM, EDR, Email Security, or similar)
• Proven experience supporting cloud platforms (Microsoft 365/Azure, Google Workspace, or equivalent)
• Working knowledge of API integration and troubleshooting API-related issues
• Experience with ticketing systems and customer support tools
• Strong understanding of cybersecurity fundamentals (threat detection, incident response, log analysis)
• Proficiency with at least one scripting language (Python, PowerShell, Bash, or JavaScript)
• Solid grasp of networking concepts (TCP/IP, DNS, SSL/TLS, firewalls)
• Experience reading and interpreting technical documentation, API docs, and logs
• Ability to work with command-line interfaces and debugging tools
• Understanding of authentication mechanisms (OAuth, SAML, MFA, API keys)
• Exceptional problem-solving abilities with a systematic approach to troubleshooting
• Strong verbal and written communication skills
• Patience and empathy when working with frustrated customers
• Ability to manage multiple priorities and work under deadlines
• Self-motivated with a strong commitment to continuous learning
• Team player who actively shares knowledge with colleagues
• Detail-oriented with strong documentation habits

What the job involves

• Customer Support & Troubleshooting:
• Provide first and second-level technical support to customers via phone, email, and video calls, demonstrating expertise and professionalism
• Diagnose and resolve customer issues related to platform integration, configuration, and functionality
• Engage in real-time debugging sessions with customers to identify root causes of problems
• Document all customer interactions, solutions, and known issues in our ticketing system
• Maintain detailed knowledge base articles for recurring issues and best practices
• Research & Documentation:
• Conduct independent research on integrated tools (SIEM, EDR, Email Security, O365, Azure, Google Workspace, Slack) by reading official documentation and release notes
• Analyze customer issues to identify patterns and potential product improvements
• Create technical documentation and guides for customers and internal teams
• Stay current with platform updates, API changes, and new features from integrated third-party tools
• Contribute to the internal wiki and documentation for knowledge sharing
• Technical Debugging & Problem Solving:
• Investigate complex integration issues between our platform and customer environments
• Use API documentation and log analysis to understand system behavior
• Collaborate with engineering teams to escalate bugs and develop workarounds
• Test and validate solutions before deploying to customers
• Provide post-resolution guidance to prevent similar issues
• Scripting & Automation:
• Develop and maintain scripts (Python, PowerShell, Bash, or similar) to automate customer data-related requests and fixes
• Create portal scripts and API calls to efficiently resolve customer data issues
• Build tools that streamline support processes and reduce resolution time
• Write clean, documented code that other team members can understand and maintain
• Contribute to automation initiatives that improve support efficiency
• Technical Communication:
• Translate complex technical concepts into clear, actionable guidance for customers of varying technical backgrounds
• Prepare technical summaries and recommendations for customers
• Participate in customer training sessions and webinars as needed
• Mentor junior support staff on troubleshooting methodologies and technical concepts
• Cloud & Integration Platforms:
• Microsoft 365 and/or Azure administration and troubleshooting
• Google Workspace configuration and management
• Slack integration and workspace administration
• Security Information and Event Management (SIEM) - Splunk, Elastic, ArcSight, or similar
• Endpoint Detection and Response (EDR) - CrowdStrike, Microsoft Defender, SentinelOne, or similar
• Email security platforms - Proofpoint, Mimecast, Microsoft Defender for Office 365, or similar
• Active Directory, Entra

Benefits

• Health Insurance
• Paid annual and medical leaves
• Flexibility in how and where you work
• Generous parental leave programs