Remote Technical Support Engineer — Cybersecurity SaaS

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

Benefits offered by this job

Health insurance

Remote work

Laptop provided

401(k)

Team events

Office hours

Job summary

StrangeBee in the United States is seeking a Technical Support Engineer to be a key contact for customers worldwide. You will join a small team and work closely with developers to resolve system, network and application issues in cybersecurity contexts.

Based in the US, you will handle tickets across topics, run calls with customers, and contribute to improving our support processes and knowledge base. 3+ years in tech support and strong networking knowledge are required.

Qualifications

• 3+ years of experience in a technical support or technical customer-facing role.
• A solid understanding of networking and IT infrastructure.
• You’ve handled several customer situations in parallel while staying organized and prioritizing effectively.
• You explain technical concepts clearly to very different audiences, including international customers from many countries.
• You’re autonomous, proactive and comfortable taking initiative.
• A genuine curiosity about technology.
• 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).
• 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

Technical support

Networking

IT infrastructure

Multi-tasking

Communication

Self-motivation

Curiosity

Fluent English

Tools

Docker

Elasticsearch

Kubernetes

Cassandra

Job description

StrangeBee in the United States is seeking a Technical Support Engineer to be a key contact for customers worldwide. You will join a small team and work closely with developers to resolve system, network and application issues in cybersecurity contexts.

Based in the US, you will handle tickets across topics, run calls with customers, and contribute to improving our support processes and knowledge base. 3+ years in tech support and strong networking knowledge are required.