Technical Support Engineer

Description

The company is looking for a Technical Support Engineer to help BloodHound Enterprise customers troubleshoot complex technical issues and get back to work with confidence. BloodHound Enterprise helps security teams understand identity-driven attack paths, prioritize remediation, and reduce risk across their environments.

You’ll support customers using both SaaS and on-premises deployments, working through issues that span the application, data collection, authentication, integrations, and the customer’s environment. You’ll own support cases from the first response through resolution, partner with Technical Account Managers, and work with Product and Engineering when an issue needs deeper investigation.

We’re looking for an experienced troubleshooter who asks good questions, communicates clearly, and follows through. You don’t need to arrive as a BloodHound expert or know every technology our customers use. You do need a strong technical foundation and the curiosity to learn unfamiliar systems.

Salary Range : $100,000–$125,000 base salary annually, commensurate with experience.

Location : This position is remote, based in the U.S. with optional travel quarterly for in person company events and other ad hoc meetings.

Candidate must be authorized to work and reside in the United States; we do not currently sponsor immigration visas.

Schedule: Regular US business hours, with participation in a rotating on-call assignment for critical support incidents. During your assigned rotation, coverage includes nights, weekends, and holidays.

Responsibilities

• Own technical support cases from initial response through resolution, meeting response expectations and keeping customers informed even when the investigation is still underway.
• Investigate issues methodically: gather relevant context, interpret logs and errors, test hypotheses, and distinguish environmental or configuration problems from potential product defects.
• Troubleshoot BloodHound Enterprise across SaaS and on-premises deployments, including data collection and ingestion, authentication, connectivity, APIs, and application behavior.
• Help customers identify environmental dependencies affecting the product and coordinate troubleshooting with their administrators and internal escalation partners within the agreed support scope.
• Guide customers through clear, actionable troubleshooting steps and join troubleshooting calls when useful.
• Partner with Technical Account Managers to maintain continuity and share relevant customer context.
• Escalate to Product and Engineering with clear descriptions, diagnostic evidence, reproduction steps where possible, and an explanation of customer impact. Stay engaged through investigation, workaround, and resolution.
• Turn troubleshooting lessons into reusable documentation and knowledge base articles and suggest improvements to support workflows.
• Identify recurring issues and share customer feedback that can improve the product and support experience.
• Handle customer diagnostic data securely and follow approved procedures when requesting information, sharing evidence, or recommending troubleshooting changes.

Requirements

• Four or more years of technical support experience involving hands-on troubleshooting and customer communication.
• Exceptional written and verbal communication with the ability to build customer trust, make complex technical issues understandable, adapt to different audiences, and keep customers informed through clear expectations, proactive updates, and honest.
• Strong troubleshooting judgment: you can break down an unfamiliar problem, identify what evidence is missing, and make progress.
• A working understanding of enterprise IT environments and general security principles, with the ability to investigate configuration, permissions, authentication, and connectivity issues.
• Working knowledge of networking concepts with the ability to investigate connectivity issues between customer environments and the application.
• Practical comfort interpreting logs and error messages and inspecting API requests and responses to investigate a problem.
• Familiarity reading PowerShell and Python scripts and query examples, with a willingness to build those skills on the job.
• The ability to manage competing support priorities, work independently, and recognize when to involve others.
• A willingness to learn BloodHound, the technologies it interacts with, and new approaches to troubleshooting.
• Ability to successfully complete a criminal background investigation.
• Authorization to work and reside in the United States. We do not currently sponsor immigration visas.
• Nice to haves
• Experience with BloodHound Enterprise.
• Familiarity with identity systems, directory services, cloud platforms, or enterprise security tooling.
• Experience supporting customer-hosted applications, containerized deployments, or hybrid SaaS and client-side systems.
• Experience troubleshooting single sign-on, writing scripts, working with REST APIs, or using graph query languages such as Cypher.
• You don’t need experience with every technology listed here. We value sound troubleshooting, customer ownership, and demonstrated learning more than a checklist of platforms.

Benefits

• Health/Dental/Vision/life insurance: 100% covered for both the employee and their family
• Flexible time off policy
• 13 paid holidays annually
• 401(k) with up to 4% company match
• Stock Options & quarterly bonuses
• Remote work: $1,500 new hire allowance to set up home office
• $500 annual home office allowance after first year
• $150 monthly cell phone and internet reimbursement
• $5,000 annual professional development allowance
• $5,250 towards continuing education or student loan repayment
• $1,200 annual budget for lifestyle, wellness, pet insurance and more
• A one-time $10,000 benefit towards family planning
• In person and virtual employee events throughout the year
• And of course, company swag!
• LI-REMOTE