Technical Support Engineer
CyberNut
full-time
Posted on:
Location Type: Remote
Location: United States
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Tech Stack
About the role
- Own Tier 1 support across all incoming channels (email, web form, chat) with a target first response time under 2 hours.
- Diagnose and resolve email delivery issues, including phishing simulations not sending, emails stuck in pending, and campaign scheduling problems.
- Resolve browser extension and add-on issues for the Chrome extension, Gmail add-on, and Outlook add-in, including installation errors, missing icons, and update problems.
- Guide customers through onboarding, training campaign setup, team configuration, and platform walkthroughs.
- Troubleshoot SSO and authentication issues, including SAML configuration, expired certificates, and login failures across Google and Microsoft identity providers.
- Investigate user sync and directory integration issues with Google Workspace and Microsoft 365.
- Escalate confirmed bugs to engineering with clear reproduction steps, relevant logs, and customer context via our internal ticketing process (Linear).
- Verify fixes with customers after engineering deployments and close tickets.
- Contribute to an internal knowledge base by documenting resolution steps for recurring issues.
- Partner with Customer Success, Engineering, and Product teams to resolve issues and surface patterns that inform product improvements.
Requirements
- Strong understanding of email systems (SMTP, SPF, DKIM, DMARC, email headers)—critical for reported threats triage and email delivery issues, which represent over 20% of support tickets.
- Experience with browser extensions and web technologies—for add-on/extension troubleshooting (Chrome, Outlook).
- SSO/SAML/OAuth configuration experience—for authentication issues.
- Google Workspace and Microsoft 365 admin console familiarity—for directory sync, user management, and integration troubleshooting.
- Basic API and log reading skills to interpret error messages, API responses, and webhook events without needing infrastructure access.
- Familiarity with reading AWS CloudWatch logs to investigate issues before escalating.
- SQL basics for read-only queries to verify data discrepancies without engineering involvement.
- Excellent written communication— Clear, empathetic responses are critical for customer retention.
- Triage instinct—ability to quickly classify tickets and determine if engineering is genuinely needed.
- Customer-facing confidence—able to conduct screen-share troubleshooting calls when needed.
- Documentation mindset—willing to build knowledge base articles as ticket patterns emerge. This is an investment in future scalability.
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- Previous experience in a SaaS support or customer-facing IT role is highly desirable.
- Experience working in, or with K-12 school districts is highly desirable.
- Familiarity with HubSpot Help Desk or similar ticketing platforms.
- Exposure to cybersecurity concepts: phishing, social engineering, threat reporting workflows.
- Experience with Linear, Jira, or similar engineering project management tools.
- Scripting basics (Python, Bash, or JavaScript).
Benefits
- access to the company’s group health, dental, and vision insurance plans
- basic life insurance
- 18 days PTO
- 8 paid holidays
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
email systemsSMTPSPFDKIMDMARCSSOSAMLOAuthSQLscripting
Soft Skills
written communicationtriage instinctcustomer-facing confidencedocumentation mindset