• Provide first-line technical support to clients
• Work closely with R&D and Product teams to resolve complex technical issues
• Document product defects and feature requests
• Influence the product roadmap by identifying patterns based on data-driven analysis of support tickets and customer feedback
• Collaborate with Customer Success and Sales teams on product issues impacting customers
• Conduct training sessions and webinars for clients

Requirements

Prior technical experience around Cyber security subject matters (web / network security)
2+ years of experience providing world-class customer support as a support at enterprise organizations for Security and SaaS platforms
Proven ability to effectively prioritize and escalate customer issues
Take full ownership and drive rapid resolution
Focus on customer experience, and minimize customer impact
Previous startup experience is a must
Excellent technical skills: Log Analysis, Troubleshooting of Bug Reports
Excellent written and verbal communication skills
Fluency in English; fluency in Spanish is highly desirable

🔍 ATS Optimization Keywords
Below are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility. This unique feature helps candidates tailor their applications more effectively — a feature exclusive to JobTailor job listings.

Hard Skills

Cyber security
web security
network security
Log Analysis
Troubleshooting
Bug Reports
SaaS platforms

Soft Skills

customer support
prioritization
escalation
ownership
customer experience
communication
training

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