Technical Support Engineer

Zafran Security

Technical Support Engineer providing customer-centric technical support for SaaS products. Managing tickets and collaborating with teams to enhance customer experience.

Posted 6/2/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Monitor the Technical Customer Support Queue: Manage the incoming support tickets and inquiries through our ticketing system, ensuring timely responses and resolutions that meet or exceed defined SLAs.
Collaborate Cross-Functionally: Partner closely with R&D and Product to escalate and prioritize bugs, FRs, and UX improvements—acting as the customer advocate throughout.
Customer Communication: Provide clear, consistent updates to customers on the progress of their requests, issues, and feedback.
Build and Maintain Documentation: Create and continuously improve self-service resources, such as FAQs, how-to guides, and troubleshooting documents, to empower customers and reduce ticket volume.
Track and Report Metrics: Own key support KPIs such as time-to-response, resolution rate, and customer satisfaction; identify patterns and opportunities for process improvement.
Enable Customer Success: Assist in delivering training sessions, onboarding materials, and support for customer education initiatives.
Optimize Support Processes: Identify bottlenecks in support workflows and drive solutions that improve speed, quality, and efficiency.

Requirements

What you’ll need

3–5 years of experience in a customer-facing technical support or engineering support role, ideally in a SaaS environment.
Strong troubleshooting and problem-solving skills across web-based applications and integrations.
Familiarity with REST APIs.
Proficiency in networking concepts and protocols.
Experience in browser dev tools.
Proficiency in SQL.
Proficient in empathetic communication, with the ability to effectively translate technical issues into clear and understandable explanations for diverse audiences.
Familiarity with ticketing systems (e.g., Zendesk, Jira) and knowledge base tools (e.g., Notion, Confluence).
Familiarity with Kibana is a plus.
Scripting is a plus.

Benefits

Comp & perks

Flexible PTO
Health insurance plans (medical, dental, vision)
Monthly stipend for phone and internet
401k
Flexible spending account
Home office stipend when joining
Access to frontier AI models including Claude

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingproblem-solvingREST APIsnetworking conceptsnetworking protocolsbrowser dev toolsSQLscripting

Soft Skills

empathetic communicationcustomer advocacy