Support Engineer

Job description

We’re looking for a Support Engineer to join our team and help customers get the most out of the Cye Platform. This hands-on technical role combines customer support, troubleshooting, platform administration, and automation. You’ll work closely with customers and internal R&D teams, investigate complex technical issues, and help turn recurring challenges into better products, integrations, and proactive support. ### Responsibilities - Handle and resolve customer tickets (via Intercom) within SLA, in English, for customers worldwide. - Leverage AI to handle repetitive tickets and build and maintain the support knowledge base that powers both the team and the AI agent. - Act as a Cye Platform expert user and manage Cye Platform administration: account and user provisioning, licenses, permissions, and configuration, for customers and internal teams. - Troubleshoot Cye Platform issues, including integrations with third-party security tools and cloud platforms (e.g. Microsoft Defender, CSPM, EDR): analyze logs and data, reproduce problems, and help automate recurring checks and fixes. - Support customers through onboarding and help them get integrations live. - Escalate to R&D with clear, reproducible reports; track issues through resolution and communicate status to customers and internal stakeholders. - Identify recurring issues and feed product and monitoring improvements back to R&D, pushing toward proactive support. ### Qualifications - 1–2 years of experience in technical support, support engineering, or a similar customer-facing technical role, ideally in a B2B SaaS company. - Strong troubleshooting methodology: you isolate problems, form hypotheses and verify them, and you do not stop at the workaround. - Working knowledge of REST APIs, JSON, authentication methods (API keys, OAuth), and reading logs. - Strong English communication skills, with the ability to explain technical issues clearly to both engineers and non-technical stakeholders. - Ownership, customer empathy, and the ability to manage several open tickets in parallel. - Scripting skills in Python and SQL for troubleshooting, data investigation, and automation. - Knowledge of cybersecurity concepts (threats, vulnerabilities, risk management) and familiarity with security tools such as Microsoft Defender, CSPM, EDR, and SIEM. - Hands-on experience with Azure and/or AWS: IAM, roles and permissions, core services (AZ-900, AWS Cloud Practitioner or higher). - Experience with integration and automation platforms (Workato, ServiceNow) or webhooks.