{"id":3452443,"url":"https://alion.io/job/newxel-technical-support-engineer-nxj-220","title":"Technical Support Engineer (NXJ-220)","company":{"id":679539,"name":"Newxel","domain":"newxel.com","url":"https://alion.io/company/newxel-2","size_band":"51-200","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["PL","RO"],"hiring_countries_total":2,"salary":null,"salary_estimate":{"min_usd":24000,"max_usd":61000,"period":"year","method":"role_seniority_country_cell","sample_n":9},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Claude","optional":false},{"name":"Copilot","optional":false},{"name":"DNS","optional":false},{"name":"GCP","optional":false},{"name":"Gemini","optional":false},{"name":"Postman","optional":false},{"name":"Rest API","optional":false},{"name":"AI Agents","optional":true},{"name":"Claude Code","optional":true},{"name":"Grafana","optional":true},{"name":"Nmap","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-29T11:17:28Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-03T11:55:41Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"The Role\nThe core of this role is solving complex, highly technical customer issues for a rapidly growing cybersecurity platform. You won’t just be passing tickets; you will independently investigate root causes, reproduce complex REST API issues, and analyze system logs. As one of two new hires expanding a tight-knit global support team of two into four, you will play a critical role in establishing robust US coverage and reducing the operational load on team leadership.\nAbout the Product\nThe product is a B2B SaaS cybersecurity platform that helps organizations assess and manage third-party security risks. It runs on Google Cloud Platform (GCP) and involves network analysis, security posture assessments, and complex API integrations, requiring strong technical expertise in networking, web protocols, and modern security standards.\nWhat You’ll Be Doing\nInvestigate and resolve complex technical issues, identifying root causes independently using logs, error messages, and monitoring tools.\n\nReproduce customer API issues using Postman, analyzing API logs and translating errors into actionable engineering tasks.\n\nInvestigate basic-to-advanced networking and security issues, including DNS/reverse DNS routing, IP/domain verification, TLS configurations, and WAF detection.\n\nProactively leverage AI tools (Claude, Gemini, Copilot, etc.) to accelerate technical investigations, log analysis, and daily workflows.\n\nCommunicate effectively and professionally with enterprise customers, translating complex technical findings into clear English.\n\nCover US Eastern Time business hours, with a willingness to jump in on rare, critical P1 incidents outside of normal hours to meet SLAs.\n\nWhat We Expect\nMust have\n4+ years of technical support experience in a B2B SaaS company.\n\nHands-on experience troubleshooting REST APIs (using Postman, reading API logs, and understanding error messages).\n\nSolid foundational networking knowledge, specifically regarding DNS, reverse DNS, and IP/domain ownership verification.\n\nStrong proficiency in reading and analyzing system logs to investigate technical issues.\n\nExceptional written and spoken English, capable of managing enterprise-level customer communications.\n\nComfort and willingness to actively use AI tools in your daily troubleshooting workflows.\n\nAvailability to start within a relatively short timeframe.\n\nNice to have\nPrevious experience in a cybersecurity company or an Israeli startup environment.\n\nHands-on experience manually validating security findings using tools like Nmap, or investigating WAF and TLS issues.\n\nDatabase querying experience (SQL/NoSQL) to extract and cross-reference data during investigations.\n\nExperience with cloud platforms (specifically GCP) and monitoring tools (like Grafana).\n\nAdvanced AI automation skills, such as building custom AI agents, automations, or using Claude Code.\n\nExperience supporting large enterprise customers and operating within a globally distributed support team.\n\nWhy This Role Is Worth Your Time\nHigh Autonomy: You are trusted to investigate and solve complex technical cases and potential product bugs independently, without needing constant guidance.\n\nModern Workflow: We don't just tolerate AI-we expect and encourage you to build it into your daily technical investigations to make your life easier and your work faster.\n\nDirect Impact: You are coming in at a pivotal moment to double the size of the core support team, significantly shaping how enterprise issues are handled and 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