Customer Support Engineer

Description

The company is based in San Francisco and New Hampshire. Founded in 2012, it builds a security platform that helps organizations find, assess and test real-world risks, using offensive testing and intelligence that combines AI with human expertise. It is backed by General Catalyst, Rally Ventures, Costanoa Ventures and others.

We are hiring a Customer Support Engineer I for the support team. You will be the first contact for customers and security researchers with questions or problems about the security knowledge platform. We want someone who learns quickly, works carefully, communicates clearly and builds working relationships across teams.

Responsibilities

• Be the first person customers and researchers reach by ticket, email or video, and resolve standard L0 through L2 technical questions.
• Apply known workarounds for frequent issues, and write up repeatable fixes in the Knowledge Base.
• Help improve internal workflows and documentation so issues get resolved faster.
• Work under regular guidance from senior team members, asking for feedback and coaching to grow your technical skills and independence.

Requirements

• 0 to 2 years of experience in technical support, customer-facing work or a closely related technology role.
• Working familiarity with command-line tools such as Bash, SSH and grep.
• Basic exposure to integrations such as Jira, SAML, APIs or SSO/2FA.
• Clear written and spoken communication, especially in documentation.
• A solutions-focused approach, good time management, calm under pressure and a strong sense of urgency.
• Preferred: interest in cybersecurity concepts, vulnerability types or ethical hacking.

Conditions

Mostly seated or standing: you need to stay in one position about 50% of the day.

Carry and move your laptop as needed throughout the workday.

Fully remote, working from home 100% of the time.

Base pay is $59,520 to $74,400. The final figure depends on factors such as qualifications, location, education or certifications, experience, skills, training and business needs.

Hiring at or near the top of the range is uncommon, and each decision depends on its own circumstances.

You may be eligible for a discretionary bonus or commission plan, subject to that program's rules. Any award depends on individual and company performance.

The company values people from all backgrounds, including those from underrepresented groups.