Associate Customer Support Engineer
Filigran
full-time
Posted on:
Location Type: Remote
Location: Australia
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Tech Stack
About the role
- Deliver timely and helpful support across multiple channels, ensuring a smooth experience for every customer.
- Manage and prioritize technical support tickets via our ticketing system — escalating and following up as needed to maintain fast resolution times.
- Provide real-time assistance via Slack, helping key customers with troubleshooting, best practices, and product guidance.
- Support onboarding efforts in collaboration with CSMs, occasionally joining customer meetings or helping run training sessions.
- Improve support processes and workflows, identifying recurring issues and proposing scalable solutions.
- Maintain up-to-date documentation, keeping our technical support content, internal knowledge base, and FAQs current and relevant.
Requirements
- Strong technical aptitude and ability to work with tools like OpenCTI and/or OpenAEV (training available)
- Experience in customer support, ideally in a SaaS or technical environment
- Basic understanding of technical troubleshooting using test environments
- Familiarity with Cybersecurity, Security Operations, Cyber Threat Intelligence (CTI) concepts and the STIX standard
- General knowledge of cybersecurity tools like SIEMs, EDRs, firewalls, and threat intelligence platforms
Benefits
- Competitive pay + equity — everyone shares in our success
- Remote-first, flexible, and balanced — work that fits your life
- Your setup, your choice — pick the gear that works for you
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical troubleshootingcustomer supportSaaS experienceOpenCTIOpenAEVcybersecurity toolsSIEMEDRfirewallsthreat intelligence platforms
Soft skills
customer experienceproblem-solvingcommunicationcollaborationdocumentationprocess improvementtrainingprioritizationescalation managementreal-time assistance