Senior Support Engineer

Exaforce; United States; Remote; USD 105,000 - 165,000; Full time

Job summary

Exaforce is seeking a Senior Support Engineer to help customers maximize value from an AI-powered SOC platform. You will provide advanced technical support, resolve complex cases, and guide customers in platform configuration and automation.

The role emphasizes clear communication and proactive issue resolution across a distributed team. The ideal candidate combines cybersecurity know-how with strong customer-facing skills, thrives in a fast-paced environment, and enjoys learning new AI-driven

Qualifications

• Experience in cybersecurity operations or managed security services.
• Familiarity with SIEM, EDR, MDR, SOAR and incident response workflows.
• Ability to explain complex concepts to technical and non-technical audiences.
• Experience supporting SaaS or enterprise software platforms.

Responsibilities

• Provide technical support and troubleshooting for customers using the AI-powered security platform.
• Serve as a trusted customer-facing resource, ensuring timely resolution of issues and a positive support experience.
• Manage escalations and complex case resolution.
• Assist customers with platform configuration, workflows, automations, and operational best practices.
• Investigate reported issues, identify root causes, and collaborate with product and engineering teams on resolutions.
• Create, maintain, and improve knowledge base articles, technical documentation, and support runbooks.
• Gather customer feedback and advocate for product improvements.

Skills

Cybersecurity operations

SOC environments

Customer communication

Problem solving

Remote collaboration

Tools

SIEM

EDR

SOAR

Threat detection

Job description

About Exaforce

At Exaforce, we are on a mission to 10x the productivity and efficacy of security and operations (SOC) teams using our transformative multi-model AI engine. Our Agentic SOC Platform combines AI agents (“Exabots”) with advanced data exploration to deliver real-time insights, proactive detection and response, in-depth investigations, and automated workflows.

Position Overview

We are seeking a Senior Support Engineer to support customers using an AI-powered, agentic security operations platform. This role combines technical troubleshooting, customer support, taking the lead in complex cases and escalations, platform guidance, and operational expertise to help customers maximize the value of AI-driven security workflows and automation. The ideal candidate is customer-focused, technically curious, and passionate about cybersecurity, AI, and emerging security technologies.

Key Responsibilities

• Provide technical support and troubleshooting for customers using the AI-powered security platform.
• Serve as a trusted customer-facing resource, ensuring timely resolution of issues and a positive support experience.
• Manage escalations and complex case resolution.
• Assist customers with platform configuration, workflows, automations, and operational best practices.
• Investigate reported issues, identify root causes, and collaborate with product and engineering teams on resolutions.
• Create, maintain, and improve knowledge base articles, technical documentation, and support runbooks.
• Gather customer feedback and advocate for product improvements.

Qualifications

• Experience with cybersecurity operations, SOC environments, or managed security services.
• Familiarity with security technologies such as SIEM, EDR, MDR, SOAR, threat detection, and incident response workflows.
• Understanding of modern security operations and cybersecurity best practices.
• Exposure to AI, automation, or AI-assisted workflows within security or IT operations.
• Experience supporting SaaS, security, or enterprise software platform
• Strong customer-facing communication and relationship-building skills.
• Ability to work remotely and collaborate effectively with a distributed team
• Creative thinking and problem-solving abilities.
• Ability to explain technical concepts to both technical and non-technical audiences.
• Self-motivated, collaborative, and adaptable in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Passion for learning new technologies, particularly AI and cybersecurity.

Preferred Skills

• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Understanding of security principles and best practices in cloud environments.
• Familiarity with SaaS environments and the CI/CD process.
• Knowledge of Infrastructure as Code.

What We Offer

• A dynamic and innovative work environment at a leading-edge technology company.
• Opportunities for professional growth and development.
• Competitive salary and benefits package.
• The chance to work with a talented and passionate team dedicated to making a real impact in the cybersecurity industry.

Equal Opportunity Employer

Exaforce is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace where all individuals are treated with respect and dignity. We believe that diversity drives innovation and strengthens our company. We welcome applicants from all backgrounds, and we do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. All employment decisions are based on qualifications, merit, and business needs.