Senior Support Engineer, AI-Powered SOC Platform

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

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