Senior Support Engineer — Escalations & Automation (SaaS Security)

HelpfulRemote; Northern (KY); Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

Equity

401k

Healthcare

Flexible time off

Parental leave

Job summary

HelpfulRemote in Kentucky seeks a high-skill Technical Support Engineer to own the toughest customer issues in our SaaS security platform. You will diagnose complex problems across APIs, identity systems, integrations, and telemetry, and collaborate with engineering on escalations.

You should have hands-on experience in technical B2B SaaS support, cybersecurity or identity context, strong knowledge of APIs, authentication, logs, and debugging, and an aptitude for building automation or LLM-based

Qualifications

• Hands-on technical support or support engineering experience in a technical B2B SaaS product.
• Strong knowledge of APIs, authentication, logs and debugging required.
• Experience or aptitude for building automation or LLM-based support tooling.
• Scripting skills like Python are a plus.

Responsibilities

• Own the hardest support cases and act as top escalation point before engineering involvement.
• Diagnose complex issues across APIs, identity systems, integrations and telemetry.
• Build automated support tools to reduce manual ticket handling.

Skills

APIs

Authentication

Logs

Debugging

Automation

LLM tooling

Python

Job description

HelpfulRemote in Kentucky seeks a high-skill Technical Support Engineer to own the toughest customer issues in our SaaS security platform. You will diagnose complex problems across APIs, identity systems, integrations, and telemetry, and collaborate with engineering on escalations.

You should have hands-on experience in technical B2B SaaS support, cybersecurity or identity context, strong knowledge of APIs, authentication, logs, and debugging, and an aptitude for building automation or LLM-based