Customer Support Engineer US or Canada Remote

BlueSnap, Inc; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Support Engineer to enhance customer experience and troubleshoot technical challenges. In this role, you will develop expertise in cutting-edge cybersecurity products, providing hands-on support and training to clients. Collaborating with engineering and product teams, you'll drive process improvements and ensure customer satisfaction. This position is perfect for those who thrive in fast-paced environments and are passionate about solving complex problems. Join a team that values innovation and offers opportunities for professional growth while making a significant impact in the cybersecurity landscape.

Benefits

Competitive salary with performance-based commission

Medical, Dental, and Vision Coverage

100% Paid Group Life and Disability Insurance

Monthly health/wellness stipend

Monthly Home WiFi / Cell Reimbursement

401K/Retirement

Flexible PTO

Professional development opportunities

Qualifications

• 3+ years in customer-facing roles with technical problem-solving.
• Hands-on experience in Cybersecurity and Networking tools.

Responsibilities

• Educate customers on product capabilities and resolve technical issues.
• Drive internal process improvements and manage support tickets.

Skills

Technical Problem-Solving

Cybersecurity Knowledge

Networking Skills

Communication Skills

Multi-tasking

Education

Bachelor's Degree in a relevant field

Tools

SIEM Systems

Firewalls

IPS

Endpoint Security Systems

NMAP

WAFs

SSO

Workato

Job description

As a Customer Support Engineer at CyCognito, you will be responsible for CyCognito's existing customers. The Support Engineer works closely with customers to ensure they are using the product properly and assist them with any challenges they face. This role is ideal for highly technical, hands-on individuals who thrive on problem-solving and direct engagement with complex systems.

You will work closely with the engineering and product teams to prioritize, escalate, and manage issues coming from the field. You will also be helping build and improve internal processes around Support, Escalations, etc. This position is for individuals who are passionate about solving real-world problems and thrive in a hands-on, technical environment. If you're eager to take on challenges, work with cutting-edge technology, and make a tangible impact, we encourage you to apply.

About Us

CyCognito solves one of the most fundamental business problems in cybersecurity: seeing how attackers view your organization, where they are most likely to break in, what systems and assets are at risk, and how you can eliminate the exposure.

Founded by national intelligence agency veterans, CyCognito has a deep understanding of how attackers exploit blind spots and a path of least resistance. CyCognito serves a number of large enterprises and Fortune 500 organizations, including Colgate-Palmolive, Tesco, and many others.

REQUIREMENTS

Key Responsibilities

1. Develop deep expertise in the company's products to educate customers on their flexibility, capabilities, and best practices, while actively troubleshooting and resolving technical issues.
2. Lead hands-on online walk-throughs and in-depth troubleshooting sessions.
3. Drive internal process improvement initiatives to better address customers’ technical challenges.
4. Provide training and technical support to customers, emphasizing practical, real-world applications of the product.
5. Assist customers in planning and leveraging the product's technical features effectively based on their specific use cases.
6. Gather technical feedback from customers and relay it to the product team for actionable improvements.
7. Help build and expand the Knowledge Base with detailed, hands-on content.
8. Collaborate with Engineering, QA, and PM teams to streamline internal processes and enhance customer SLAs for Issues, Features, etc.
9. Manage and resolve support tickets, including high-priority technical escalations.

Required Skills

1. 3+ years’ experience in a customer-facing role, preferably involving technical problem-solving.
2. Proven hands-on experience in Cybersecurity, Intelligence, or Networking, with practical knowledge of tools and systems such as SIEM systems, firewalls, IPSs, endpoint security systems, DNS, NMAP, WAFs, and SSO.
3. Broad technical understanding of enterprise infrastructure, applications, and security systems.
4. Ability to solve complex technical problems with resourcefulness and independence.
5. Excellent written and oral communication skills in English, with a demonstrated ability to explain technical concepts clearly.
6. Ability to manage multiple tasks, projects, priorities, and deadlines in a fast-paced environment.
7. Experience speaking in front of partners and major customers.
8. Previous experience as a Tier 3/4 Support Engineer or similar technical role.
9. Located in North America or Canada (preferred)

Desired Skills

1. Experience in working with early-stage SaaS startups.
2. Experience working with attack teams (penetration testers, red teams, etc.)
3. Experience working with Workato.
4. Experience understanding malware, exploits, operating system structure, and behavior.

What We Offer

1. Competitive salary with a performance-based commission structure
2. Medical, Dental, and Vision Coverage
3. 100% Paid Group Life and Disability Insurance (+Voluntary optional)
4. Monthly health/wellness stipend
5. Monthly Home WiFi / Cell Reimbursement
6. 401K/Retirement
7. Flexible PTO (and yes, we take our time off!)
8. Professional development opportunities and career advancement pathways

CyCognito is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.