Remote Technical Support Engineer – Cybersecurity SaaS

StrangeBee; United States; Remote; USD 95,000 - 105,000; Full time

Benefits offered by this job

Remote work (US-based)

Health insurance (US)

Laptop and setup provided

Team rituals and events

Job summary

StrangeBee in the US is seeking a Technical Support Engineer to be a key contact for our customers worldwide and help them get the most from TheHive. Based remotely in the US, you’ll join a support team and work with developers to resolve system, network and application issues in a cybersecurity context.

Beyond day-to-day tickets, you’ll help structure and improve our support operations as our international customer base grows, meet SLAs, and contribute to knowledge base upkeep.

Qualifications

• 3+ years in technical support or a technical customer-facing role.
• A solid understanding of networking and IT infrastructure, and a broad IT culture.
• Fluent English, written and spoken (our customer base is mostly international).

Responsibilities

• Handle customer tickets on system, network and application topics, with the full scope of support (no L1/L2 split), escalating to our developers when needed
• Run calls and video meetings with customers when technical complexity or the relationship requires it
• Meet our SLAs to deliver a consistent, high-quality support experience
• Build and maintain support procedures, internal documentation and a knowledge base for both the team and our customers
• Produce regular activity reports to track support performance and trends
• Contribute to the continuous improvement of our support processes and tooling

Skills

Networking

IT infrastructure

English proficiency

Autonomy

Customer-facing

Communication

Prioritization

Tools

Docker

Elasticsearch

Kubernetes

Cassandra

Job description

StrangeBee in the US is seeking a Technical Support Engineer to be a key contact for our customers worldwide and help them get the most from TheHive. Based remotely in the US, you’ll join a support team and work with developers to resolve system, network and application issues in a cybersecurity context.

Beyond day-to-day tickets, you’ll help structure and improve our support operations as our international customer base grows, meet SLAs, and contribute to knowledge base upkeep.