Technical Support Engineer

About Our Client:The organization operates in the cybersecurity industry, specializing in enterprise data security. It addresses the challenge of protecting data workflows against evolving threats by tracing the full lifecycle of data and dynamically adapting security controls. Led by experienced industry professionals and supported by significant investment, the organization develops advanced solutions designed to meet modern security requirements and ways of working.About the Opportunity:The Technical Support Engineer helps build and strengthen the organization’s technical support function while developing deep expertise in its Data Detection and Response platform. This role assists customers with complex data security issues, owns support cases through resolution or escalation, and collaborates closely with Engineering and Customer Experience teams. The position plays a key role in helping customers reduce data loss risks while delivering timely, knowledgeable technical support.Responsibilities:• Provide clear technical guidance to customers on troubleshooting and effective platform use.• Own customer issues from initial contact through resolution or appropriate escalation.• Identify urgent or high-priority issues and escalate them promptly.• Collaborate with backline engineers to investigate and resolve complex technical problems.• Meet or exceed customer service expectations for quality, responsiveness, and resolution times.• Serve as a point of contact for customer escalations and drive issues toward rapid resolution.• Document product bugs and collaborate with Engineering to communicate customer-impacting issues.• Develop and maintain troubleshooting guides, processes, and technical documentation to strengthen support resources.• Develop an understanding of customer data security risks, threats, and protection requirements.• Partner with the Customer Experience team to establish support metrics, reporting, and performance insights.Requirements:• Minimum 2 years of technical support experience supporting software solutions.• Strong technical expertise in security and/or endpoint technology support and troubleshooting.• Ability to quickly learn and support new technologies and complex technical platforms.• Experience with Salesforce, JIRA, and GitHub.• Proven stakeholder management and customer relationship skills.• Familiarity with complex endpoint data loss prevention solutions.• Ability to manage high-priority support requests while maintaining composure under pressure.• Experience collaborating with development and engineering teams to communicate customer needs and product issues.• Demonstrated ability to meet customer service level agreements and support performance targets.• Strong analytical, troubleshooting, and problem-solving skills.• Customer-focused mindset with empathy and strong service orientation.• Ability to work effectively within a global, cross-functional team.• Strong written and verbal communication skills.Pay Range and Compensation Package:• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, qualifications, location, 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:RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.