Senior Technical Support Engineer

Job description

About Nightfall: Nightfall is the AI-native, unified data loss prevention and insider risk management platform that protects sensitive data across SaaS apps, GenAI tools, email, endpoint devices, and more. Hundreds of customers, spanning AI innovators to top 10 banks, trust Nightfall to detect and stop data exfiltration at scale. Nightfall enables organizations to innovate freely without the risks of losing intellectual property or exposing customer data. Our agentic platform helps security teams regain their time by putting data loss prevention on autopilot. With automatic remediation, security violations can be resolved automatically before they become incidents, and end-users can be automatically trained and coached in the moment to self-heal violations that they introduce. Nightfall is backed by leading VC firms including Bain Capital Ventures (Enrique Salem - former CEO of Symantec), Venrock (early investors in Cloudflare), WestBridge Capital, Pear VC (early investors in Dropbox and Doordash), and a cadre of cybersecurity leaders including Frederic Kerrest (founder of Okta), Maynard Webb (former COO of eBay), Ryan Carlson (President of Chainguard), Kevin Mandia (founder of Mandiant), and many others. About the role: The Technical Support Engineer is a customer-facing role responsible for troubleshooting, supporting, and optimizing SaaS platforms, as well as assisting with endpoint deployments. This role combines technical knowledge and customer service, ensuring issues are resolved within SLA, while helping our customers be successful. WHAT YOU’LL DO - Resolve customer issues across SaaS apps, APIs, and integrations - Troubleshoot Nightfall integrations across SaaS platforms, such as Google Workspace, Gmail, M365, Slack, Salesforce, and more. - Diagnose API issues including authentication, request/response errors, and data flow - Support SIEM/SOAR integrations, webhooks, and automation workflows - Troubleshoot endpoint deployments - MSI, PKG, macOS profiles, and scripts - Support and troubleshoot deployments via MDM (Workspace ONE, Jamf, Kandji, Intune) - Collect and analyze logs across system, application, and security layers - Create and maintain knowledge base content using KCS practices - Support customer deployments and onboarding engagements, including endpoint rollout, SaaS integrations, policy configuration, and detector setup. - Support installs and help configure, and integrate the Nightfall platform within complex customer environments, including access controls and encryption. - Partner closely with Engineering and Product to diagnose issues, provide clear repro steps, and drive platform improvements. - Collaborate with Customer Success, Sales, and Solutions Engineering to retain our customers and grow the customer relationship through successful support. WHAT WE’RE LOOKING FOR - 4+ years of experience in a Technical Support, Technical Account Manager, or a similar SaaS role. - Hands-on experience with security or data platforms such as DLP, SIEM, SOAR, CASB, or cloud security solutions. - Strong troubleshooting skills and comfort working with APIs, integrations, logs, and SaaS/cloud architectures. - Experience with macOS and Windows systems and installing endpoints and extensions - Knowledge of PowerShell, Bash, or command-line tools - Experience with integrations, and endpoint troubleshooting - Ability to analyze logs and perform root cause analysis - Experience in not only solving problems for customers but educating them clearly - The desire to spin up a Zoom call with a customer instead of direct-messaging - Have a contagious drive for working with an exciting DLP product from its infancy. NICE TO HAVE - Experience with AI/ML-driven security tools or data classification platforms. - Familiarity with AWS, GCP, or Azure environments. - Proven startup experience of being successful in a fast-moving environment. - Linux Knowledge Environment Nightfall AI takes pride in being an equal-opportunity employer. We value a diverse and global talent pool and the collaboration that results from having a diverse and inclusive team. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Our hiring decisions are based exclusively on merit, qualifications, and business needs. Compensation Employee compensation will be determined based on interview performance, level of experience, specialization of skills, and market rate. During the offer discussion, your recruiter will review the finalized base salary, bonus (for applicable roles), benefits & perks, and stock options as they’ll be reflected in the offer letter.