Technical Support Engineer

Description

The company is an applied AI lab building AI agents for cybersecurity. Attackers now use AI to move faster and at larger scale, and the company's AI Taskforce analyzes petabytes of enterprise data to fix problems before serious breaches happen.

Core product work sits alongside Cogent Research, the applied AI lab that pushes agentic security workflows forward through frontier research.

The company works with Fortune 500 firms to protect some of the most complex production environments in the world.

Backers include Greylock and Bain Capital Ventures. The team includes people from Stanford, Berkeley, Penn, Duke, Carnegie Mellon, Waterloo, Scale AI, Databricks, Stripe, Tesla, Coinbase, Wiz, Abnormal AI, Zscaler, DeepMind and SAIL.

This is the first Technical Support Engineer hire. You will take full ownership of customer issues and help build the support function as the enterprise customer base grows. When an integration fails or an agent acts unexpectedly in a customer's production environment, you diagnose the cause, push engineering to fix it, and confirm the outcome with the customer.

Responsibilities

• Take technical escalations from triage and reproduction through to resolution, covering integrations, agent behavior, data pipelines and the platform UI
• Investigate problems in Fortune 500 production systems using logs, APIs and agent traces across the scanners, cloud providers, ticketing systems and identity tools the agents connect to
• Represent the customer within engineering by writing clear, reproducible bug reports, pushing fixes to completion, and building small fixes, scripts and internal tools yourself
• Work with the Head of Customer Success and the Solutions Engineering team to integrate new customers and get them live
• Lead communication with CISOs, security engineers and IT leaders during high-stakes incidents
• Use AI to expand support capacity by automating triage, drafting replies and building self-serve answers so each team member can handle more tickets
• Convert recurring ticket themes into product direction by passing them to product and engineering

Requirements

• At least 5 years in technical support or a similar customer-facing technical role at a B2B SaaS company with a technical product, preferably selling to enterprises
• Experience launching and scaling support processes, including SLAs, escalation paths, tooling and metrics
• Hands-on use of AI in support work, such as AI-assisted triage, reply drafting or self-serve deflection
• Strong troubleshooting: reading logs, working with REST APIs and webhooks, and tracing issues across systems
• Python scripting and working knowledge of SQL
• Familiarity with first response time, resolution time and CSAT, and a record of improving them
• Clear, calm writing and speaking for both technical and executive audiences
• Ability to build process from scratch

Conditions

Preferred qualifications are listed separately below as bonus points