SpyCloud
Support Engineer
Austin, Texas$65k–$85kfull-timemidAdded today
About this role
SpyCloud is hiring a Support Engineer to provide 24/7 technical support to enterprise customers in their cybersecurity platform. You'll troubleshoot complex technical issues, develop product expertise, and collaborate with engineering teams to ensure customer satisfaction while contributing to the company's mission of disrupting cybercrime.
What you'll do
- Deliver technical support via phone, email, and web-based tools to enterprise customers and partners
- Troubleshoot technical issues across varied environments to identify root causes and develop solutions
- Develop deep understanding of SpyCloud's cybersecurity products and features
- Reproduce customer issues, file bug reports, and escalate cases to engineering with proper documentation
- Meet response time and customer satisfaction metrics while identifying areas for product and service improvement
- Track support metrics and communicate findings to improve first response time and customer experience
What they're looking for
- Technical support in enterprise environments
- REST APIs and HTTP error codes
- Programming languages (Python, JSON, JavaScript)
- SaaS platform knowledge
- DevOps concepts
- Problem-solving and troubleshooting
- Customer communication and empathy
- Multi-tasking and organizational management
Benefits
- 24/7 global support operations role
- Work in cybersecurity industry focused on disrupting cybercrime
- Collaborative team environment
- Career alignment with mission-driven company
- Full-time employee benefits and perks
- Austin, Texas location
Opens the official application on the employer’s site. No login required.
SpyCloud
- Website
- spycloud.com
Likely interview questions
- Describe a complex technical issue you resolved in a previous support role and how you approached root cause analysis.
- How would you handle a situation where a customer's problem couldn't be immediately resolved and needed escalation to engineering?