Customer Support Engineer

Summary

Join Andesite, a cybersecurity firm building security products that transform how humans and AI collaborate, as a Customer Support Engineer. You will provide exceptional technical support to customers during solution implementation and throughout their ongoing relationship. Responsibilities include troubleshooting complex issues, assisting with configurations, ensuring customer success, and acting as a liaison between internal and customer teams. You will also build strong customer relationships, educate customers on product features, and contribute to documentation and knowledge sharing. The ideal candidate possesses a Bachelor’s degree in a related field and 2+ years of experience in technical support within the enterprise cybersecurity domain. Strong understanding of cybersecurity technologies and proficiency in Python are essential.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
• 2+ years of experience in technical support, customer support, or a related role in the enterprise cybersecurity domain
• Strong understanding of cybersecurity technologies, including but not limited to SIEMs, Data Lakes, Endpoint Detection & Response, Threat Intel Platforms, Security
• Proficiency in Python for troubleshooting API integrations
• Familiarity with CRM tools like Salesforce for tracking support tickets and customer interactions
• 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

• Certifications such as CISSP, CEH, or similar
• Experience supporting cloud platforms like AWS, Azure, or Google Cloud
• Knowledge of ITIL practices and incident management

Benefits

• A competitive salary, bonus, and equity package
• 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 workday
• A remote-first environment, with occasional travel to collaborate with customers, your team, and teammates from across the company in person
• 14 weeks of fully-paid parental leave