L1 Technical Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a L1 Technical Support Engineer based in United States.

As an L1 Technical Support Engineer, you’ll be a trusted technical advisor for enterprise customers using advanced cybersecurity and SaaS solutions. You’ll investigate and resolve technical issues involving email security, APIs, integrations, configurations, and threat activity. This is a customer-facing role where clear communication and thoughtful troubleshooting are essential. You’ll work closely with Engineering, Product, and Customer Success teams to drive effective resolutions. You’ll also contribute to onboarding, knowledge sharing, and continuous product improvement. The environment is fast-paced, collaborative, and highly focused on customer trust and operational excellence. You’ll have opportunities to deepen your cybersecurity expertise while using AI-powered tools to make support more efficient and effective.

Accountabilities:

• Serve as a trusted L1 technical advisor for enterprise customers, helping them successfully use cloud-based email security, AI security, and SaaS security solutions.
• Own and resolve inbound technical support cases, including configuration issues, API questions, integrations, behavioral false positives, and security investigations.
• Troubleshoot complex technical issues by analyzing logs, investigating root causes, and developing practical solution recommendations.
• Provide timely, clear customer updates throughout the support lifecycle, ensuring customers understand both the issue and the path to resolution.
• Collaborate closely with Engineering and Product teams to escalate and resolve complex issues, while contributing to thorough post-mortem documentation.
• Support customer onboarding and engagement initiatives in partnership with Customer Success teams.
• Create and maintain internal and external knowledge base content to improve customer self-service and reduce recurring support cases.
• Identify recurring technical issues, customer pain points, and support trends, providing actionable feedback that contributes to product and user experience improvements.
• Use AI-powered tools and GPT-based assistants to accelerate troubleshooting, improve workflows, and enhance support outcomes.

Requirements

• 2+ years of experience in technical support within cybersecurity, SaaS, enterprise technology, or a related environment.
• Strong understanding of email security concepts, cloud platforms, and modern SaaS ecosystems.
• Hands-on experience troubleshooting APIs, integrations, and enterprise platform configurations.
• Ability to investigate technical issues through log analysis, structured troubleshooting, and collaboration with cross-functional technical teams.
• Familiarity with cloud and enterprise ecosystems such as Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom.
• Experience using support and collaboration platforms such as Salesforce, Jira, Confluence, or comparable tools.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Customer-first mindset with strong problem-solving skills, attention to detail, and a commitment to operational excellence.
• Demonstrated curiosity and willingness to continuously develop technical and cybersecurity knowledge.
• Experience using AI tools or AI-powered support platforms is highly preferred.

Benefits

• Base salary range of $25.77-$37.02 USD per hour, with actual compensation determined by skills, experience, qualifications, and geographic location.
• Eligibility for additional bonus or incentive compensation, equity, and a comprehensive benefits package.
• Opportunity to work remotely in a fast-paced, high-impact cybersecurity environment.
• Exposure to enterprise customers and complex technical challenges involving email, SaaS, cloud, APIs, and AI-driven security.
• Opportunities to collaborate with Engineering, Product, Customer Success, and other cross-functional teams.
• Access to AI-powered tools that support technical troubleshooting, workflow optimization, and professional development.
• Inclusive workplace committed to equal employment opportunities and a diverse workforce.