Technical Support Engineer
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Technical Support Engineer providing Tier 1 support for XBOW's AI-driven cybersecurity platform. Driving resolutions and enhancing customer experience through technical troubleshooting and support workflows.
Responsibilities:
- Serve as the primary point of contact for customer-initiated technical support across the XBOW platform
- Triage inbound issues, reproduce problems, isolate root cause where possible, and drive resolution with urgency and clarity
- Resolve Tier 1 support requests across common areas such as authentication flows, access/permissions, target configuration, test execution behavior, and results visibility
- Gather high-quality diagnostic details from customers (steps to reproduce, environment context, logs, timestamps, and screenshots) and maintain strong case hygiene
- Escalate issues to Engineering and Product with clear severity, impact, and technically complete reproduction context
- Help define and continuously improve support workflows, including intake, triage, escalation paths, incident communications, and closure standards
- Contribute to support SLAs by tracking response and resolution performance, identifying bottlenecks, and improving operational execution
- Build foundational enablement content: internal runbooks, troubleshooting guides, and customer-facing documentation to improve self-service and reduce repeat issues
- Partner cross-functionally to identify systemic product friction, recurring failure modes, and opportunities to prevent issues through product improvements and automation
- Provide crisp, proactive customer communication, including status updates, workarounds, and resolution summaries that build trust
Requirements:
- Experience in a technical support, technical customer success, solutions engineering support, or SaaS operations role
- Proven ability to troubleshoot web-based SaaS products with disciplined triage and strong written communication
- Familiarity with common authentication patterns and enterprise access flows (SSO concepts, MFA/2FA behaviors) and basic networking fundamentals (DNS, HTTP, TLS)
- Ability to translate customer-reported symptoms into actionable diagnostic context for internal technical teams
- Experience working with support tooling (ticketing systems, knowledge bases, internal documentation) and maintaining high-quality case notes
- Strong prioritization instincts and comfort operating in an environment where support processes are still being built
Benefits:
- Competitive salary and a meaningful equity package
- Customer Impact: Be the first line of support for customers adopting AI-driven security at scale
- Career Growth: Help shape how support is delivered at XBOW and define the foundation for a scalable support function
- Mission-Driven Team: Join a company that is defining what the future of autonomous security looks like
Similar Jobs
Genesys Support Engineer
Integration and Support Specialist focused on onboarding users and troubleshooting integrations for Genesys and Salesforce platforms. Collaborating across teams to enhance platform efficiency and minimize downtime.
Technical Support Representative
Technical Support Representative assisting customers with product troubleshooting and warranty claims. Ensuring high-quality customer experience through various support channels.
Senior Technical Support Engineer
Senior Technical Support Engineer focusing on customer escalation and support post-sales. Engaging in technical debugging and collaboration with engineering for enterprise customers.
Principal Technical Analyst – MMIS, Medicaid Pharmacy
Principal Technical Analyst supporting MMIS Medicaid Pharmacy systems to improve healthcare outcomes at Gainwell Technologies. Focused on technical analysis, SQL development, and system troubleshooting.
Advisor Technical Analyst – MMIS, Medicaid Pharmacy
Advisor Technical Analyst at Gainwell to support MMIS Medicaid Management Information Systems. Contribute technical expertise in SQL, data analysis, and solution design to healthcare systems.
IT Support Engineer
IT Support Engineer joining IT team to support Microsoft 365, virtualization, and Windows infrastructure. Provide technical support and innovate with AI technologies for IT processes.
Technical Support Engineer – Automotive
Technical Support Engineer resolving complex automotive diagnostics issues. Engaging with dealerships and service networks to maintain operational efficiency and customer satisfaction.
Technical Support Engineer – Cloud, Linux
Technical Support Engineer providing L1/L2 support globally for cloud solutions by resolving customer issues and ensuring software reliability with focus on Linux systems.
Technical Support Engineer, Entry-Level, Cloud / Linux
Entry-Level Technical Support Engineer providing assistance in cloud infrastructure and Linux systems. Collaborating with experienced engineers and supporting customers in Japan and globally.
Support Analyst
Support Analyst responsible for resolving customer issues in IP software for Quartz IP. Engaging with SQL and collaborating with teams to ensure seamless service delivery.
Convention Center Support Technician Intern
Supporting on-site connectivity for convention events as a Convention Center Support Technician Intern. Involves technical support, troubleshooting, and maintaining equipment for a positive experience.
Support Engineer
Software Support Engineer triaging, diagnosing, and resolving technical issues for customers. Acting as a bridge between customers, the commercial team, and product engineering.
Technical Support Officer
Technical Support Officer providing expertise on gas industry inquiries and maintaining safety standards. Collaborating with various stakeholders to enhance gas safety awareness and compliance.
Senior Support Engineer – Enterprise
Client-facing Support Engineer providing technical support for Azure Virtual Desktop and related Microsoft cloud technologies. Collaborating with IT professionals to enhance their Nerdio platform experience.
Senior Manager, Technical Support
Senior Manager of Technical Support overseeing customer success at Hammerspace. Build and lead global support organization while collaborating with engineering and product teams.
Junior Technical Support Referent, Italian
Junior Technical Support Referent handling automotive support requests and ensuring effective solution delivery. Collaborating with a team and managing customer incidents in a remote setting.
WordPress Support Developer
WordPress Support Developer maintaining and improving live client websites for a Canada-based digital marketing agency. Focused on troubleshooting, bug fixes, and ensuring optimal website performance with multiple CMS platforms.
AI Technical Analyst
AI Technical Analyst leading process discovery and designing AI-driven workflows for a global talent solutions company. Engaging in stakeholder interviews and providing technical design consultation and improvements.
Support Engineer
Support Engineer supporting SaaS products for rehabilitation therapy businesses by bridging gaps between engineering and client experience teams. Diagnose issues, debug, and articulate solutions.
Application & Integration Support Engineer
Application and Integration Support Engineer responsible for supporting enterprise applications and system stability. Focused on troubleshooting across Windows and Linux environments for the American Cancer Society.