Remote Technical Support Engineer - B2B SaaS Cybersecurity

D2B; United States; Remote; USD 18,000 - 24,000; Full time

Benefits offered by this job

Remote work

Job summary

D2B is seeking a Technical Support Engineer to own end-to-end customer issues in a remote setting. You will investigate logs, reproduce defects, and coordinate with product and engineering to deliver root-cause solutions.

The role demands strong English communication with enterprise customers, hands-on troubleshooting, and a proactive approach to eliminating root causes in a fast-paced B2B SaaS environment.

Qualifications

• 3+ years in B2B SaaS support or equivalent technical customer-facing role.
• Hands-on troubleshooting with logs, network requests, and browser tools.
• Experience liaising with technical buyers with strong written English.
• Proven record of identifying recurring issues and creating effective documentation.

Responsibilities

• Triage, investigate, and resolve inbound tickets within SLAs.
• Check logs, API payloads, and browser consoles to reproduce issues.
• Provide complete handovers to engineering with reproduction steps and data.
• Maintain single-point contact with customers during fixes and updates.

Skills

B2B SaaS support

Troubleshooting toolkit

Enterprise communication

Root cause tracking

Support platform familiarity

Remote work discipline

Tools

Intercom

Zendesk

Freshdesk

HubSpot Service Hub

Job description

D2B is seeking a Technical Support Engineer to own end-to-end customer issues in a remote setting. You will investigate logs, reproduce defects, and coordinate with product and engineering to deliver root-cause solutions.

The role demands strong English communication with enterprise customers, hands-on troubleshooting, and a proactive approach to eliminating root causes in a fast-paced B2B SaaS environment.