Technical Support Engineer (1)

About the company

The company is the leader in agentic and API security, protecting the world's most innovative enterprises from AI agent and API attacks. Agentic security is the practice of discovering and governing the relationships between LLMs, MCP servers, and the APIs that let AI agents take action. The company Agentic Security Platform secures the full agentic ecosystem, discovering all agents, MCP connections, and APIs, stopping attacks in real time, and eliminating vulnerabilities before they reach production. The company was founded in 2016 and is backed by Sequoia Capital, S Capital, Tenaya Capital, Salesforce Ventures, Advent International, and other leading investors. For more information, visit the company.security.

At the company, we’re passionate about what we do. We work as a team and embrace new ideas, wherever they come from. We also enjoy all the benefits of a startup environment, including quickly seeing the results of your work, making an outsized impact on our company, and solving diverse challenges.

Want to make a big difference? We encourage you to apply!

About the Role and You

This is a crucial role for the company. We are looking for a high-energy individual who is passionate about solving critical security needs for our customers and delivering a top-notch customer experience. You are obsessed with ensuring that our customers derive maximum value from their investment with the company. And you will only rest easy once your customers are successful. You are easy to work with, love to take on new challenges, and working cross-functionally is second-nature to you. This is a hands-on role and you are expected to learn the company Product and related technologies quickly. Your cybersecurity / cloud infrastructure / orchestration knowledge and experience will help cement your credentials and allow you to do exceedingly well with our customers. If you are someone who likes to dive deep and be at the front lines with customer support, you'll have a blast in this role.

Responsibilities

• Provide best-in-class technical support to customers via email, via chat, and, sometimes, via virtual meetings. We trust you’ll bring an empathetic, listening-oriented, outside-in perspective to your engagement with customers

• Work directly with customers to assist in managing and addressing the company deployment issues and understanding the company Dashboard alerts and notifications

• Provide problem management, troubleshooting, root cause analysis, and internal escalation management to resolve customer problems efficiently

• Uncover the most critical places where better documentation would ease the customer experience. Identify these topics and create, and update customer support articles/documentation as they evolve

• Guide our customers after technical implementation and ensure they continue to receive progressively high value from the company. Be customers’ trusted partner in securing their APIs

• Use troubleshooting skills to perform lab replications, research more difficult problems, test engineering-provided fixes to ensure the solution resolves the customer's problem

• Be able to provide detailed customer-centric feedback and work with Product and R&D on issues and feature escalations and prioritization

• Ability to manage a high work volume with time-bound constraints and prioritize/communicate with internal team members about changing priorities

Qualifications

• Have the ability to work on rotation

• 1+ years of technical support experience preferably with an enterprise SaaS provider

• 1+ years of DevOps or Linux Sys Admin experience

• Strong customer service skills and communications skills with a “customer first” attitude

• Experience in working with help-request tracking and reporting tools (ticketing system)

• An understanding of HTTP protocol details, Postman, etc.

• Some experience in AWS/Azure/GCP, K8, Docker, or other containerization technologies

• An understanding in network security, API ecosystems, AppSec, WAF, WAAP, RASP, or similar security products

• Plus points for certifications in any of the above

• Experience with collaborating with software developers in the creation of programs for their organization

• Hands-on technical experience for support/operations and related skills like:

Evaluating, troubleshooting, debugging, and identifying the root cause in a timely manner

• Flexibility to work an on-call rotating schedule that requires night and weekend availability