Technical Support Engineer (Pacific Time Zone)

Panther Labs; Canada; On-site; CAD 60,000 - 80,000; Full time

Job summary

A cybersecurity company is seeking a Technical Support Engineer in Canada to partner with customers in solving technical issues and improve support workflows. Candidates should have at least 3 years in customer support, strong programming skills, and a passion for helping others. This remote-friendly role offers competitive perks, including equity and healthcare coverage.

Benefits

Equity

Unlimited PTO policy

Latest tech equipment

Extended Healthcare Coverage

Remote-friendly

Qualifications

• At least 3+ years in Customer Support, technical support experience is a plus.
• Strong attention to detail, with outstanding problem-solving skills.
• Excellent written and verbal communication skills.

Responsibilities

• Establish strong relationships with our customers and set a high bar for customer satisfaction.
• Utilize engineering knowledge to investigate and solve complex technical issues.
• Collaborate with product engineers for healthy communication between customers and the backend.

Skills

Customer support experience

Troubleshooting skills

Programming in Python

Knowledge of AWS

SQL experience

Empathy for customer experience

Education

Computer Science degree or bootcamp graduate

Job description

Technical Support Engineer (Pacific Time Zone)

Canada

The Job

As a Technical Support Engineer at Panther Labs, you will be on the frontline team partnering with our customers to find creative solutions for the challenging technical issues they face every day. You will be working collaboratively with product engineers, debugging and investigating complex problems, and leveraging your engineering skills to deliver an amazing experience for our customers. This is an exciting opportunity to grow your experience as an engineer, while also helping build and scale a world-class Customer Support team.

The Company

Panther is a cybersecurity company with the mission of detecting any breach, anywhere. The company was founded by security practitioners that lived through the difficulty of trying to protect large organizations and wanting to build a solution that many teams could use. Panther solves modern security problems with detection-as-code, a cloud-native architecture, and robust security data lake. Panther’s platform, used by many industry innovators, enables security teams to focus on security, detect attacks, and protect their organizations without prohibitive overhead or excessive operational costs.

Backed by Coatue Management, Lightspeed Venture Partners, S28 Capital, Snowflake Ventures, ICONIQ Growth, and Innovation Endeavors, Panther has raised $140M, and is driving innovation disrupting the cyber security space. Panther's customers include industry-leading technology companies such as Figma, Gusto, Coinbase, and Dropbox, most of them being mid-large enterprises and they are very much modern technology cloud-forward companies. The company was featured for a second year in a row on EnterpriseTech30's startup list, most as recently as #6 on the list of mid stage, emerging technology companies!

Panther is a remote-first company with a culture of flexibility, written documentation, open company communication, and collaboration. Our values guide our every move: Create Customer Love, Be an Owner, and Take Care of the Team. We believe that by building a diverse group of remote individuals, we can push forward our mission and create a rewarding, inclusive, and fun work environment for our entire team.

The Responsibilities

• Establish strong relationships with our customers, and set a high bar for customer satisfaction.
• Utilize your knowledge of engineering to investigate, troubleshoot, and solve complex technical issues.
• Proactively identify and improve inefficiencies in our team workflows.
• Collaborate with product engineers to ensure healthy communication between customers and the backend of our organization.
• Be a champion and advocate for the customer experience throughout the broader company.
• Build tools and processes to improve the effectiveness of the Support team as it grows.
• Share customer insight with cross-functional stakeholders, to drive impact for the product and company.

The Requirements

• Computer Science degree, bootcamp graduate, or strong portfolio of work in software development / cybersecurity.
• At least 3+ years in Customer Support - technical support experience is a plus.
• A strong background in programming, with experience in Python, AWS, and SQL.
• A genuine interest and passion for helping others, with a high degree of empathy for the customer experience.
• A strict attention to detail, with outstanding troubleshooting / problem solving skills.
• An eagerness to learn and further develop yourself professionally.
• Excellent written and verbal communication, with the ability to distill complex information into easily understood language.
• Cybersecurity experience is a plus.
• Preferred candidates will be located in the PST timezone.

The Perks

• Equity
• Unlimited PTO policy, with a minimum requirement of 15 days off per year, observing major CAN holidays
• Latest tech equipment & budget for your customized tech needs
• Extended Healthcare Coverage through Manulife
• Remote-friendly

Panther labs is an Equal Opportunity Employer. The Company prohibits discrimination and harassment on the basis of race, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding), gender, gender identity, gender expression, sexual orientation, marital status, age, religious creed, physical disability, mental disability, genetic information, military or veteran status, or any other status protected by law. All employment decisions are decided on the basis of qualifications, merit, and business need.