Senior Customer Support Engineer

Filigran; Remote; SAR 200,000 - 300,000; Full time

Job summary

An innovative cybertech company in Saudi Arabia is seeking a Senior Customer Support Engineer who will provide outstanding support to clients in a fast-paced remote environment. The role involves managing technical support tickets, assisting customers in real-time, and working closely with teams to enhance product satisfaction. Ideal candidates should have strong technical skills, previous experience in customer support, and knowledge of cybersecurity tools. This position offers competitive compensation, a flexible work environment, and the chance to contribute to a mission-driven company.

Benefits

Competitive pay

Remote-first flexibility

Choice of work equipment

Qualifications

• Strong technical skills and familiarity with OpenCTI and OpenAEV tools are essential.
• Prior experience in customer support, specifically in technical settings, is crucial.
• An understanding of Cybersecurity and related tools is vital.

Responsibilities

• Deliver timely support across multiple channels to customers.
• Manage and prioritize technical support tickets using the ticketing system.
• Provide real-time assistance and troubleshooting via Slack.

Skills

Strong technical aptitude with tools like OpenCTI and/or OpenAEV

Experience in customer support, ideally in a SaaS or technical environment

Advanced understanding of technical troubleshooting

Familiarity with Cybersecurity concepts

General knowledge of cybersecurity tools

Job description

Overview

🌀 The Company

Filigran, founded in October 2022, stands out in the cybertech ecosystem for its commitment to revolutionizing cyber threat management with a proactive approach. Its mission is to develop innovative open-source solutions designed to anticipate cyber threats, identify security gaps, and strengthen organizational security posture. Filigran solutions are now trusted by over 6,000 public and private organizations worldwide.

🎯 The Role

We’re looking for a Senior Customer Support Engineer to join our growing team, playing a key role in delivering an outstanding support experience to our customers. Based in Saudi Arabia and working remotely, you’ll be on the front line of communication, helping users resolve issues, understand our product better, and feel confident in their day-to-day use of our platform. By working closely with Customer Success Managers, Product, and Integration teams, you'll directly contribute to customer satisfaction and product improvement.

What You’ll Be Doing

• Deliver timely and helpful support across multiple channels, ensuring a smooth experience for every customer.
• Manage and prioritize technical support tickets via our ticketing system — escalating and following up as needed to maintain fast resolution times.
• Provide real-time assistance via Slack, helping key customers with troubleshooting, best practices, and product guidance.
• Support onboarding efforts in collaboration with CSMs, occasionally joining customer meetings or helping run training sessions.
• Improve support processes and workflows, identifying recurring issues and proposing scalable solutions.
• Maintain up-to-date documentation, keeping our technical support content, internal knowledge base, and FAQs current and relevant.

🤝 Who You’ll Work With

You’ll report to Head of Customer Support Engineering and collaborate closely with:

• The global Customer Support team
• Product and Integration teams for technical issue resolution and feature alignment

This is an individual contributor role, with no direct management responsibilities.

What We’re Looking For

We’re looking for someone who’s both technically curious and passionate about helping others.

Must-have Skills & Knowledge

• Strong technical aptitude and ability to work with tools like OpenCTI and/or OpenAEV (training available)
• Experience in customer support, ideally in a SaaS or technical environment
• Advanced understanding of technical troubleshooting using test environments
• Familiarity with Cybersecurity, Security Operations, Cyber Threat Intelligence (CTI) concepts and the STIX standard
• General knowledge of cybersecurity tools like SIEMs, EDRs, firewalls, and threat intelligence platforms

What Will Make You Stand Out

• Excellent communication skills — written and spoken — to clearly explain technical concepts to a wide range of users
• Strong problem-solving mindset, with the ability to investigate issues and suggest practical solutions
• Familiarity with GraphQL and Python
• High level of rigor and customer care, showing empathy and consistency in every interaction
• A collaborative spirit — you enjoy working as part of a team and helping others succeed
• Proactive, curious, and eager to learn across technical and product-related topics

Why Join Filigran?

🌱 Why Join Filigran? More than just a job. We’re a fast-growing, global, and fully remote company on a mission to empower defense teams to be proactive — through open-source solutions that uncover threats and drive action.

• ⭐ What we believe

We believe we do work that matters — uniting defenders into a global community to make security more open, resilient & collaborative.

• 💻 How we work

That belief fuels how we work — with focus, clarity and high standards. Always with care and respect, never with ego.

• 🧭 What guides us

That focus and care is grounded in our CORE values: Cohesion, Openness, Responsibility, and Equity — the compass that guides our decisions, collaborations, and growth, even when no one’s watching.

💰 Compensation & Benefits

• Competitive pay + equity — everyone shares in our success
• Remote-first, flexible, and balanced — work that fits your life
• Your setup, your choice — pick the gear that works for you

🌍 Equal Employment Opportunity

We enable cybersecurity through inclusion — from code to culture. At Filigran, we are proud to be an equal opportunity employer. We believe diversity of our people make our products and our team stronger. We welcome talent of every background, identity, and lived experience — regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status. What matters here is what you bring — not what you look like, where you’re from, or how you identify.

🚀 Ready to Join Us?

Apply now and help us build the future of the cybersecurity ecosystem — together.