Cybersecurity SaaS Support Engineer (24/7)

Spycloud; Austin (TX); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

401(k) with employer contribution

Health, Vision, Dental insurance

PTO and holidays

Job summary

SpyCloud, based in Austin, TX, seeks a Support Engineer for its 24x7 global operations. You will support enterprise customers via phone, web, and email, driving rapid resolution and deep product understanding.

Ideal candidates have 3+ years in tech support, strong problem‑solving skills, SaaS familiarity, and experience with REST APIs. The role emphasizes customer satisfaction and continuous improvement, with a competitive benefits package.

Qualifications

• Bachelor’s degree (BA/BS) in a technical field is required.
• Advanced certifications in technical support operations or ITIL are a plus.
• 3+ years of customer support experience in technical environments.

Responsibilities

• Provide technical support for enterprise customers and partners via phone, web tools, and email.
• Develop deep understanding of SpyCloud’s products.
• Troubleshoot issues to identify root causes and create solutions/workarounds.

Skills

Customer support

SaaS familiarity

DevOps

REST APIs

Python/JSON/JavaScript

HTTP error codes

Problem solving

Multi-project management

Empathy

Education

Bachelor’s degree (BA/BS) in technical field

Advanced certifications or ITIL training

Tools

Zendesk

Active Directory

PowerShell

Job description

SpyCloud, based in Austin, TX, seeks a Support Engineer for its 24x7 global operations. You will support enterprise customers via phone, web, and email, driving rapid resolution and deep product understanding.

Ideal candidates have 3+ years in tech support, strong problem‑solving skills, SaaS familiarity, and experience with REST APIs. The role emphasizes customer satisfaction and continuous improvement, with a competitive benefits package.