Customer Support Engineer

Summary

Join Andesite, a rapidly growing cybersecurity company, as a Customer Support Engineer. You will provide exceptional technical support to customers, troubleshooting complex issues and ensuring successful solution implementation. This role requires strong technical skills, excellent communication, and experience in the cybersecurity domain. You will work closely with customers, internal teams, and contribute to product improvements. Andesite offers a competitive salary, comprehensive benefits, and a flexible remote-first work environment. We are seeking a dedicated individual to join our team and contribute to our mission of transforming cyber defense capabilities.

Requirements

• Hold a Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
• Have 2+ years of experience in technical support, customer support, or a related role in the enterprise cybersecurity domain
• Possess a strong understanding of cybersecurity technologies, including but not limited to SIEMs, Data Lakes, Endpoint Detection & Response, Threat Intel Platforms, Security
• Be proficient in Python for troubleshooting API integrations
• Be familiar with CRM tools like Salesforce for tracking support tickets and customer interactions
• Demonstrate excellent problem-solving, communication, and interpersonal skills

Responsibilities

• Assist customers during the implementation phase, ensuring successful deployment and configuration of our solutions
• Provide hands-on guidance for setting up integrations, including API configurations and custom workflows using Python scripts
• Act as a liaison between internal and customer teams to resolve technical challenges during onboarding
• Act as the first point of contact for customer technical issues, providing prompt and effective troubleshooting
• Diagnose and resolve complex technical problems related to our solutions as well as integrations with third-party tools
• Escalate unresolved issues to engineering or product teams and ensure timely resolution
• Guide customers on leveraging advanced features of our solutions to maximize customer value
• Build strong, long-term relationships with customers by providing responsive and reliable support
• Educate customers on product features, updates, and best practices to maximize their value
• Proactively identify potential issues and work with customers to mitigate risks
• Create and update technical documentation, FAQs, and knowledge base articles to empower customers with self-service resources
• Share customer feedback and insights with internal teams to drive product improvements

Preferred Qualifications

• Hold certifications such as CISSP, CEH, or similar
• Have experience supporting cloud platforms like AWS, Azure, or Google Cloud
• Possess knowledge of ITIL practices and incident management

Benefits

• Top of market salary, bonus, and equity package for an early stage startup
• 100% employer-paid, comprehensive health insurance including medical, dental, and vision for you and your family
• Unlimited PTO, with your manager’s approval
• Flexible work environment where you manage your work day
• A remote-first environment, with occasional travel for in-person collaboration with customers, your team, and teammates
• 14 weeks of fully-paid parental leave