Support Engineer

Support Engineer - AI-Native Cybersecurity Location - East Coast, United States (Remote) About the Company: Our client a venture-backed cybersecurity startup solving one of the most critical and underserved problems in enterprise security. Their AI-native platform sits across an organisation's existing security stack - continuously identifying blind spots, eliminating misconfigurations, and automating remediation so security teams can stay ahead of threats without adding complexity. This is a rare opportunity to join at an early stage alongside a world-class team of security leaders and AI engineers building a genuinely differentiated product with strong enterprise traction. About the Role: As a Support Engineer, you'll be a senior individual contributor responsible for diagnosing and resolving complex issues across enterprise customer environments. This is a hands-on role requiring extensive experience as an operator or consultant to cybersecurity teams across a range of security tools. You'll work closely with customers, Engineering, and Research to investigate advanced issues, reproduce bugs, identify root cause, validate fixes, and share knowledge across the organisation. Success in this role depends on your ability to work independently, think systematically, and troubleshoot with urgency. Responsibilities: Partner with Engineering and Research to report defects, validate fixes, confirm workarounds, and support root-cause analysis. Work directly with customers to investigate and resolve advanced issues in production environments. Develop a deep understanding of the product to explain and demo the technology to a range of security stakeholders. Own hands-on troubleshooting and resolution of complex issues, including integrations, bugs, upgrades, connectivity, and configuration. Contribute to troubleshooting guides and internal/external documentation based on real customer issues and field experience. Act as a key go-to-market enabler through knowledge sharing with Research and Engineering. Requirements: Proficiency with REST APIs, webhooks, and authentication. Minimum 5+ years in a Senior Cybersecurity Support, Customer Success, or Solutions Engineering role. Experience reproducing customer issues in lab or test environments that mirror production endpoint configurations. Hands-on experience with at least 3 distinct categories of security tooling (e.g., IAM, EDR, Network Security, SIEM/SOAR, Email Security). BS or MS in Computer Science, Engineering, or a related technical discipline (or equivalent practical experience). Advanced troubleshooting skills - misconfigurations, integration failures, log analysis, and more. Track record contributing to the build-out and maturity of a customer support organization. Experience mapping product controls to cybersecurity compliance frameworks. Hands-on experience building and troubleshooting integrations and customer-specific solutions during sales cycles. Strong written and verbal communication skills, able to explain complex technical issues clearly to customers and internal teams. Strong ownership mentality, with solid interpersonal and teamwork skills and a drive for continuous improvement. Benefits: Fully remote team, offering flexibility and a diverse culture. Unlimited PTO and sick time. Competitive salary, commission, and equity package. Comprehensive benefits package including: Medical, dental, and vision insurance, with plan options offering company-paid employee coverage FSA, HSA, and 401(k) plans Company-paid life insurance and disability coverage, with buy-up options Voluntary benefits including pet insurance, identity theft coverage, and legal services If this sounds like you, we'd love to hear from you - apply below, and a member of our team will follow up if your background is a fit.