Platform Engineer

ZeroFox

Platform Engineer managing platform configurations and technical support for ZeroFox SaaS customers. Collaborating with teams to solve customer challenges and improve service delivery.

Posted 7/9/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Manage multiple customer initiatives while leading platform configuration and technical support efforts for enterprise services organization
Work with customers to prioritize and document challenges, articulate product solutions that will fit specific requirements, and communicate expectations back to customers
Improve processes and workflows; participate in improving the services we provide to our platform customers, including but not limited to configuration, product and managed services improvements for the ZeroFOX platform
Draw upon system architecture and its interrelated components to differentiate between common vs. critical system issues. Escalate to higher tiers of support accordingly
Communicate system requests / issues / improvements / enhancements, translating them to our cross-functional team(s), if necessary, and following through with our customers
Think creatively about ways to solve customer problems and increase the level of customer engagement over time
Manage ZeroFOX platform configurations
Act as an escalation point for our team and customers
Optimize configuration and support processes and ensure support quality
Enable efficiency and customer insight via systems, automation and best practices
Collaborate with management and cross-functionally with Sales, Product, and Professional Services teams

Requirements

What you’ll need

Successful track record while working in platform support / technical support / implementation with experience in enterprise service support and SaaS offerings, typically obtained in 3-5 years
Experience with Software as a Service (SaaS) and/or software applications technical support
Solid organizational & prioritization ability; ability to manage multiple customer initiatives
Excellent client-facing communications, both written & verbal
Professional and effective presentation skills
Technical skills and aptitude (former SaaS experience a plus)
Systems thinking - knowledge of how to organize data and workflow
Problem solving - ability to look at problems in multiple ways and provide creative solutions
Detail-oriented with an analytical mindset
Experience with Data / Workflow Analysis
Strong verbal and written communication skills
Ability to ask leading questions to identify and troubleshoot root of a problem
Ability to create win-win solutions with customers
Thought leadership- ability to see big picture to lead a customer to a bigger/better solution
Customer Management - possessing a solid record of delighting customers
Empathy - ability to see multiple sides of a challenge, a solution, and their respective ramifications across the business
Organization - excellent time management
Proactivity - thinking ahead; solutions-orientation
Teamwork - recognition of impact and ways to support the team
Ownership of work - desire and ability to take control and see projects to completion

Benefits

Comp & perks

Community-driven culture with employee events
Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Platform ConfigurationTechnical SupportSaaS ExperienceData AnalysisWorkflow Optimization

Soft Skills

Client-Facing CommunicationOrganizational AbilityEmpathyProactivityTeamwork