VisibleThread

Support Engineer

• The role is US-based Technical Support Lead for VisibleThread, an RFP intelligence platform.
• Serve as the primary technical contact for US customers, managing Tier 1 and Tier 2 issues via helpdesk, email, and virtual meetings.
• Lead deployments including new installations, upgrades, and configurations for on-premise, private cloud, and Gov cloud instances.
• Own customer issues from initial report to final resolution; troubleshoot and collaborate with global engineering.
• Support security posture: assist with customer security questionnaires, audits, and ensure compliance with security standards.
• Develop and maintain high-quality support documentation, knowledge base articles, and internal training materials.