{"schemaVersion":"jobsearcher.job.v1","id":"28b044e1512f94cdbb9d5447","url":"https://jobsearcher.com/jobs/28b044e1512f94cdbb9d5447","canonicalUrl":"https://jobsearcher.com/jobs/28b044e1512f94cdbb9d5447","title":"Remote Technical Customer Support Engineer - Security","description":"About Clearly AIClearly AI automates the most painful bottleneck in the enterprise: security and privacy reviews. We help security teams complete high-quality threat models, privacy impact assessments, and vendor risk evaluations in minutes instead of weeks.We're live with Fortune 500s and global brands including Rivian, Ericsson, HID Global, Affirm, Webflow, and Okta. We've reviewed thousands of security-critical products, from badge scanners to stablecoin platforms to autonomous driving features.Backed by Y Combinator, Basis Set Ventures, Crosspoint Capital, Argon Ventures, and Ritual Capital. Selected as a Top 10 Finalist for the RSAC 2026 Innovation Sandbox Contest. Advised by former CISOs of Amplitude and OKX, the former CEO of Reddit, and the former CPO of Brex.We are early. We are deeply technical. We are building alongside real practitioners, and we want a real practitioner who loves working with customers to help. Our customers run security-critical workflows inside complex enterprise environments, and when something breaks they expect an answer that actually fixes it, not a status page.LocationSeattle/SF preferred, remote OK. We meet in person 1-2x per quarter. Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.Why This Role ExistsOur customers are security practitioners at Fortune 500s. They deploy Clearly AI alongside Jira, ServiceNow, Confluence, and GitHub, and they push the product hard in environments where stakes are real. When a review stalls, an integration drifts, or a model output looks off, they need a technical human on the other end who can dig in, find the root cause, and close the loop fast.We need a Support Engineer who owns the customer-facing technical interface end-to-end: triage, debug, fix or escalate, ship the doc that prevents the next one.This role exists to ensure customers feel taken care of, and to give engineering back their build time.What You'll Own1. Customer Issue ResolutionOwn inbound issues from first message to verified resolutionReproduce, diagnose, and explain what's actually happening, both internally and to our customersTriage severity honestly and set expectations customers can plan aroundBe the person customers want on the thread when something is broken2. Debug & Root Cause AnalysisRead logs, traces, API responses, and model outputs to find the actual cause, not the surface symptomUse SQL and internal tooling to verify hypotheses before pulling engineering inReproduce integration issues across Jira, ServiceNow, GitHub, and ConfluenceWrite up root cause clearly enough that engineering can ship the fix without a follow-up call3. Bug Triage & Engineering HandoffFile bugs in Linear that engineers want to pick up: clear repro, scoped impact, suggested areaDistinguish between one-off customer config issues and systemic product gapsSurface patterns across tickets that should become roadmap conversationsClose the loop with customers the moment a fix ships4. Support Infrastructure & DocumentationBuild the runbooks, internal docs, and customer-facing help content that prevent the next ticketSet up the tooling, dashboards, and alerting that make support a system rather than a scrambleDefine and track the metrics that matter (first response, time to resolution, reopen rate)Make the support function legible enough that the next hire can ramp in weeks, not months5. Customer TrustCommunicate with the calm specificity that earns practitioner trustStay close to customers between incidents : know their workflows, their integrations, their pet peevesMake every interaction feel like the customer is the most important account we have, because they areWhat This Role Is NOTNot a ticket-closing queue role. You'll own outcomes, not volumeNot a generalist help desk, every issue is technicalNot Customer Success or SalesNot isolated from engineering; you'll sit inside the build loopWhat We're Looking ForRequired3+ years in a technical support engineering, security engineering, forward-deployed engineering, SRE, or similar customer-facing technical roleComfortable reading code, logs, SQL, and API traces to find root causeStrong written communication: your bug reports and customer replies are clear, specific, and free of fillerExperience debugging integrations with enterprise systems (Jira, ServiceNow, GitHub, Confluence, or similar)High empathy for technical users under pressure, paired with the discipline to set realistic expectationsComfort with ambiguity and a track record of building process where there was none\"Unreasonable Hospitality\" energy: you take care of the people you support in detail, beyond what the job strictly requiresStrongly PreferredBackground in security, GRC, or privacy , or experience supporting security practitionersLight engineering chops , you can ship a small fix or script yourself when it's faster than waitingEarly-stage startup experience where you drove direct customer impactHow Success Is Measured (First 6 Months)Response and resolution times within established SLAs. Ideally with issues being proactively resolved before customer complaintsEngineering protected from low-leverage support load, with clear escalation paths when their help is neededBug reports filed at a quality that shortens engineering time-to-fixA documentation and runbook footprint that materially reduces repeat ticketsCustomer expansion and renewal conversations cite support quality as a reason to stayWhy Join Clearly AISit at the closest possible distance to real customers solving real security problemsWork directly with technical founders who treat support as a product surface, not a cost centerBuild the support function for an AI company defining a new enterprise categoryRSAC 2026 Innovation Sandbox Top 10 Finalist, backed by $8.4M in seed fundingOperate at the intersection of frontier AI and enterprise securityCompetitive salary, meaningful equity, and benefitsDirect path to leadership as the support function scalesSalary ranges are a guideline; actual base salary may vary based on various factors, including market and individual qualifications objectively assessed during the interview process, and the ranges for this role may be modified.In addition, compensation package may include additional components such as equity and benefits. Benefits may vary based on role, country, and local regulations.","company":"Clearly Ai","rawCompany":"clearly ai","isRemote":true,"isActive":false,"createdAt":"2026-06-18T05:06:13.463Z","occupations":[{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Remote Technical Customer Support Engineer - Security","description":"About Clearly AIClearly AI automates the most painful bottleneck in the enterprise: security and privacy reviews. We help security teams complete high-quality threat models, privacy impact assessments, and vendor risk evaluations in minutes instead of weeks.We're live with Fortune 500s and global brands including Rivian, Ericsson, HID Global, Affirm, Webflow, and Okta. We've reviewed thousands of security-critical products, from badge scanners to stablecoin platforms to autonomous driving features.Backed by Y Combinator, Basis Set Ventures, Crosspoint Capital, Argon Ventures, and Ritual Capital. Selected as a Top 10 Finalist for the RSAC 2026 Innovation Sandbox Contest. Advised by former CISOs of Amplitude and OKX, the former CEO of Reddit, and the former CPO of Brex.We are early. We are deeply technical. We are building alongside real practitioners, and we want a real practitioner who loves working with customers to help. Our customers run security-critical workflows inside complex enterprise environments, and when something breaks they expect an answer that actually fixes it, not a status page.LocationSeattle/SF preferred, remote OK. We meet in person 1-2x per quarter. Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.Why This Role ExistsOur customers are security practitioners at Fortune 500s. They deploy Clearly AI alongside Jira, ServiceNow, Confluence, and GitHub, and they push the product hard in environments where stakes are real. When a review stalls, an integration drifts, or a model output looks off, they need a technical human on the other end who can dig in, find the root cause, and close the loop fast.We need a Support Engineer who owns the customer-facing technical interface end-to-end: triage, debug, fix or escalate, ship the doc that prevents the next one.This role exists to ensure customers feel taken care of, and to give engineering back their build time.What You'll Own1. Customer Issue ResolutionOwn inbound issues from first message to verified resolutionReproduce, diagnose, and explain what's actually happening, both internally and to our customersTriage severity honestly and set expectations customers can plan aroundBe the person customers want on the thread when something is broken2. Debug & Root Cause AnalysisRead logs, traces, API responses, and model outputs to find the actual cause, not the surface symptomUse SQL and internal tooling to verify hypotheses before pulling engineering inReproduce integration issues across Jira, ServiceNow, GitHub, and ConfluenceWrite up root cause clearly enough that engineering can ship the fix without a follow-up call3. Bug Triage & Engineering HandoffFile bugs in Linear that engineers want to pick up: clear repro, scoped impact, suggested areaDistinguish between one-off customer config issues and systemic product gapsSurface patterns across tickets that should become roadmap conversationsClose the loop with customers the moment a fix ships4. Support Infrastructure & DocumentationBuild the runbooks, internal docs, and customer-facing help content that prevent the next ticketSet up the tooling, dashboards, and alerting that make support a system rather than a scrambleDefine and track the metrics that matter (first response, time to resolution, reopen rate)Make the support function legible enough that the next hire can ramp in weeks, not months5. Customer TrustCommunicate with the calm specificity that earns practitioner trustStay close to customers between incidents : know their workflows, their integrations, their pet peevesMake every interaction feel like the customer is the most important account we have, because they areWhat This Role Is NOTNot a ticket-closing queue role. You'll own outcomes, not volumeNot a generalist help desk, every issue is technicalNot Customer Success or SalesNot isolated from engineering; you'll sit inside the build loopWhat We're Looking ForRequired3+ years in a technical support engineering, security engineering, forward-deployed engineering, SRE, or similar customer-facing technical roleComfortable reading code, logs, SQL, and API traces to find root causeStrong written communication: your bug reports and customer replies are clear, specific, and free of fillerExperience debugging integrations with enterprise systems (Jira, ServiceNow, GitHub, Confluence, or similar)High empathy for technical users under pressure, paired with the discipline to set realistic expectationsComfort with ambiguity and a track record of building process where there was none\"Unreasonable Hospitality\" energy: you take care of the people you support in detail, beyond what the job strictly requiresStrongly PreferredBackground in security, GRC, or privacy , or experience supporting security practitionersLight engineering chops , you can ship a small fix or script yourself when it's faster than waitingEarly-stage startup experience where you drove direct customer impactHow Success Is Measured (First 6 Months)Response and resolution times within established SLAs. Ideally with issues being proactively resolved before customer complaintsEngineering protected from low-leverage support load, with clear escalation paths when their help is neededBug reports filed at a quality that shortens engineering time-to-fixA documentation and runbook footprint that materially reduces repeat ticketsCustomer expansion and renewal conversations cite support quality as a reason to stayWhy Join Clearly AISit at the closest possible distance to real customers solving real security problemsWork directly with technical founders who treat support as a product surface, not a cost centerBuild the support function for an AI company defining a new enterprise categoryRSAC 2026 Innovation Sandbox Top 10 Finalist, backed by $8.4M in seed fundingOperate at the intersection of frontier AI and enterprise securityCompetitive salary, meaningful equity, and benefitsDirect path to leadership as the support function scalesSalary ranges are a guideline; actual base salary may vary based on various factors, including market and individual qualifications objectively assessed during the interview process, and the ranges for this role may be modified.In addition, compensation package may include additional components such as equity and benefits. Benefits may vary based on role, country, and local regulations.","datePosted":"2026-06-18T05:06:13.463Z","dateModified":"2026-06-18T05:06:13.463Z","hiringOrganization":{"@type":"Organization","name":"Clearly Ai","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"28b044e1512f94cdbb9d5447"},"url":"https://jobsearcher.com/jobs/28b044e1512f94cdbb9d5447"}}