Technical Support Engineer
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Technical Support Engineer troubleshooting BloodHound Enterprise, which helps security teams identify identity-driven attack paths and reduce risk. Supporting SaaS and on-premises customers through complex technical issues.
Responsibilities:
- Own technical support cases from initial response through resolution, meeting response expectations and keeping customers informed
- Investigate issues by gathering context, interpreting logs and errors, testing hypotheses, and distinguishing environmental or configuration problems from product defects
- Troubleshoot BloodHound Enterprise across SaaS and on-premises deployments, including data collection and ingestion, authentication, connectivity, APIs, and application behavior
- Help customers identify environmental dependencies and coordinate troubleshooting with administrators and internal escalation partners
- Guide customers through actionable troubleshooting steps and join troubleshooting calls when useful
- Partner with Technical Account Managers to maintain continuity and share customer context
- Escalate to Product and Engineering with descriptions, diagnostic evidence, reproduction steps, and customer impact; remain engaged through resolution
- Create reusable documentation and knowledge base articles and suggest support workflow improvements
- Identify recurring issues and share customer feedback to improve the product and support experience
- Handle customer diagnostic data securely and follow approved procedures
Requirements:
- Four or more years of technical support experience involving hands-on troubleshooting and customer communication
- Exceptional written and verbal communication with the ability to build customer trust, make complex technical issues understandable, adapt to different audiences, and keep customers informed through clear expectations, proactive updates, and honest communication
- Strong troubleshooting judgment: ability to break down unfamiliar problems, identify missing evidence, and make progress
- Working understanding of enterprise IT environments and general security principles
- Ability to investigate configuration, permissions, authentication, and connectivity issues
- Working knowledge of networking concepts
- Practical comfort interpreting logs and error messages and inspecting API requests and responses
- Familiarity reading PowerShell and Python scripts and query examples, with willingness to build those skills on the job
- Ability to manage competing support priorities, work independently, and recognize when to involve others
- Willingness to learn BloodHound, related technologies, and new troubleshooting approaches
- Ability to successfully complete a criminal background investigation
- Authorization to work and reside in the United States; immigration visa sponsorship is not currently provided
Benefits:
- Health/Dental/Vision/life insurance: 100% covered for both the employee and their family
- Flexible time off policy
- 13 paid holidays annually
- 401(k) with up to 4% company match
- Stock Options & quarterly bonuses
- Remote work: $1,500 new hire allowance to set up home office
- $500 annual home office allowance after first year
- $150 monthly cell phone and internet reimbursement
- $5,000 annual professional development allowance
- $5,250 towards continuing education or student loan repayment
- $1,200 annual budget for lifestyle, wellness, pet insurance and more
- A one-time $10,000 benefit towards family planning
- In person and virtual employee events throughout the year
- Company swag
Similar Jobs
Technical Support Engineer I
Technical Support Engineer troubleshooting APIs, integrations, and automations for Tines, an intelligent workflow company. Supporting customers across chat, email, and remote workflow sessions.
N2 Support Analyst
Analista de Suporte N2 investigando incidentes, APIs, logs e dados SQL para a Robbu, empresa de soluções para comunicação empresarial. Colaboração com Engenharia, Produto e Suporte N1.
Support Analyst
Support Analyst resolving complex application, data, integration, and SQL issues for Cayenta’s utility and government software customers. Using AI-enabled tools, customer support expertise, and root-cause analysis.
Technical Support Engineer – Level I
Technical Support Engineer supporting Tines, an intelligent workflow automation company. Troubleshooting APIs, integrations, authentication, and customer workflows across a follow-the-sun support schedule.
Support Analyst
Support Analyst troubleshooting Cayenta’s utility enterprise software and CIS issues. Investigating applications, data, integrations, and SQL problems for North American customers.
Enterprise Support Engineer
Enterprise Support Engineer resolving complex production issues across LexisNexis Risk Solutions’ financial crime compliance platforms. Troubleshooting applications, Kubernetes, cloud infrastructure, databases, and integrations.
Enterprise Support Engineer
Enterprise Support Engineer resolving complex production issues across LexisNexis Risk Solutions’ financial crime compliance platforms. Troubleshooting applications, Kubernetes, cloud infrastructure, databases, and integrations.
IT Support Engineer – L2
IT Support Engineer L2 resolving escalated Windows, macOS, and Microsoft 365 issues for managed-services clients. Managing identities, endpoints, onboarding, offboarding, and service-desk escalations across LATAM.
Junior Support Analyst – Scheduling
Analista de Suporte JR agendando instalações e manutenções para a Maxtrack, empresa de rastreamento veicular e gestão de frotas. Organizando técnicos, clientes e agendas remotamente.
Junior Support Analyst – Scheduling
Analista de Suporte agendando instalações e manutenções para a plataforma latino-americana de IoT e rastreamento veicular da Maxtrack. Organizando técnicos, clientes e indicadores operacionais.
Junior Support Analyst – Scheduling
Analista de Suporte agendando instalações e manutenções para clientes da Maxtrack, empresa de rastreamento veicular e gestão de frotas. Organizando agendas de técnicos e acompanhando atendimentos remotamente.
Technical Support Engineer
Technical Support Engineer supporting enterprise customers for an AI-powered sales co-pilot. Managing technical issue resolution, identity integrations, desktop rollouts, CRM onboarding, and pilot go-lives.
Technical Support Engineer
Technical Support Engineer supporting an AI-powered sales co-pilot for enterprise customers. Managing SSO, CRM integrations, desktop rollouts, debugging, and technical onboarding.
Technical Support Engineer
Technical Support Engineer supporting an AI-powered sales co-pilot. Managing customer troubleshooting, SSO, desktop apps, CRM integrations, and pilot onboarding.
Technical Support Engineer
Technical Support Engineer supporting an AI-powered sales co-pilot. Managing enterprise IT integrations, troubleshooting, and customer onboarding from kickoff to go-live.
Technical Support Engineer
Technical Support Engineer supporting an AI-powered sales co-pilot. Managing enterprise onboarding, SSO, CRM integrations, desktop deployments, and customer issue resolution.
Technical Support Engineer
Technical Support Engineer supporting enterprise AI sales co-pilot deployments. Managing SSO, desktop, CRM integrations, customer troubleshooting, and technical onboarding.
Technical Support Engineer
Technical Support Engineer supporting an AI-powered sales co-pilot for enterprise customers. Managing technical issue resolution, enterprise integrations, and pilot onboarding across SSO, desktop apps, and CRM systems.
Product Support Engineer
Product Support Engineer troubleshooting APIs, integrations, and configuration issues for Sprinto’s autonomous trust platform. Investigating customer problems and partnering with Product and Engineering through resolution.
Customer Success Associate – Technical Support Level 1, 2
Customer Success Associate supporting Wordly’s real-time translation platform through technical support and glossary development. Managing customer materials, ticket triage, validation, and consultative guidance.