Customer Support Engineer

Founded in 2012, the company is the preemptive security platform that unifies exposure discovery and assessment, offensive testing, and intelligence shaped by AI and human insight to help organizations avoid, discover, and validate real-world risk. The company helps security teams move faster by identifying the exposures that matter most so they can act first and stay ahead of attackers. By combining the power of humans and AI, teams can preempt attack paths and prevent breaches. Based in San Francisco and New Hampshire, the company is supported by General Catalyst, Rally Ventures, Costanoa Ventures, and others. Visit [link for members] .

The company is looking for a motivated Customer Support Engineer I to join our growing the company Support team. In this role, you will be an initial point of contact for both Customers and Researchers for all questions and issues regarding interactions and usage of the the company Security Knowledge Platform. The ideal candidate is a quick and eager learner, a diligent professional, and an effective communicator, focused on developing cross-functional relationships.

Essential Duties and Responsibilities

• Initial Technical Support: Serve as the first point of contact for customer and researcher issues across tickets, email, and video channels, resolving standard L0–L2 technical questions.

• Knowledge & Documentation: Identify and apply established workarounds for common issues while documenting repeatable solutions in the Knowledge Base.

• Workflow Optimization: Assist in refining internal operational workflows and documentation to increase resolution efficiency.

• Guided Professional Growth: Work under the regular guidance of senior team members, proactively seeking feedback and coaching to develop technical skills and independence.

Education, Experience, Knowledge, Skills, and Abilities

• Experience: 0–2 years of experience in a technical support, customer-facing, or technology-adjacent environment.

• Technical Foundations: Familiarity with command-line tools (e.g., Bash, SSH, grep) and foundational exposure to integrations such as Jira, SAML, APIs, or SSO/2FA.

• Communication Skills: Strong written and verbal communication abilities with a focus on clear, professional documentation.

• Problem-Solving Mindset: A solutions-oriented approach with strong time management, composure under pressure, and a high sense of urgency.

Preferred Experience

• Security Interest: Demonstrated interest in cybersecurity concepts, vulnerability types, or ethical hacking.

Working Conditions & Physical Requirements

The ideal candidate must be able to complete all physical requirements of the job with or without reasonable accommodation.

Sitting and / or standing - Must be able to remain in a stationary position 50% of the time

Carrying and / or lifting - Must be able to carry / move laptop as needed throughout the work day.

Environment - remote, work-from-home 100% of the time.

Pay Range Disclosure

The base pay range for this role takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to Qualifications, Geographical Location, Education/certifications, Experience, Skill Sets, Training, and other business and organizational needs.

At the company, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for the position is: $59,520 - $74,400.

This position may also be eligible to participate in a discretionary bonus program or commission plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Culture

• At the company, we understand that diversity in the workplace is vital to a company’s success and growth. We strive to make sure that people are included and have a sense of being part of making the company not only a great product but a great place to work.

• We regularly hear from both customers and researchers that the company feels like a family, and we strive to maintain that internally as well.

• Our team consists of a broad range of people: musicians, adventure sports junkies, nature lovers, parents, cereal enthusiasts, night owls, cyclists, artists—you get the point.

At the company, we are solving security threats and vulnerabilities that are relevant to everyone, therefore we believe solving these problems takes all kinds of backgrounds. We value the perspectives and experiences people from underrepresented backgrounds bring.

Disclaimer

This position has access to highly confidential, sensitive information relating to the technologies of the company. It is essential that the applicant possess the requisite integrity to maintain the information in the strictest confidence.

The company is authorized to obtain background checks for employment purposes under state and federal law. Background checks will be conducted for positions that involve access to confidential or proprietary information (including trade secrets).

Background checks may include Social Security verification, prior employment verification, personal and professional references, educational verification, and criminal history. Applicants with conviction histories will not be excluded from consideration to the extent required by law.

Any personal data you submit in connection with your application will be processed in compliance with the company's Privacy Policy, which you may review here:  [link for members] .

Equal Employment Opportunity

The company is EOE, Disability/Age Employer.

Individuals seeking employment at the company are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

The company is committed to the full inclusion of all qualified individuals. In keeping with our commitment, the company will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact HR at ADA at the company.com.

Apply at:  [link for members]