Technical Support Engineer: Hands-On Troubleshooting

ThreatModeler; Northern (KY); Hybrid; USD 68,000 - 98,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

HSA

FSA programs

Vision insurance

401(k)

Paid time off

Company holidays

Professional development

Employee assistance

Job summary

ThreatModeler is seeking a technically curious and customer-focused Technical Support Engineer to join our Technical Support team. You will investigate and resolve issues across the ThreatModeler platform, including REST APIs, authentication, databases, networking, and cloud deployments.

You will own customer issues from triage to resolution, work with customers to reproduce problems, identify root causes, and provide effective solutions or workarounds.

Responsibilities

• Own customer support cases from initial triage through to resolution, ensuring agreed priorities and SLAs are met.
• Troubleshoot technical issues across the application, APIs, authentication, databases, networking, integrations, and deployment infrastructure.
• Analyse application and infrastructure logs, HTTP requests and responses, error messages, configuration, and other diagnostic information to develop and test hypotheses and identify root cause.
• Reproduce customer issues and establish clear expected versus actual behaviour.
• Determine whether an issue relates to product behaviour, configuration, permissions, infrastructure, data, integration behaviour, or a potential product defect.
• Provide customers with clear, technically accurate troubleshooting guidance, solutions, and supported workarounds.
• Troubleshoot REST API integrations using tools such as Postman, curl, or equivalent.
• Assist customers with authentication and SSO integrations, including SAML and enterprise identity providers.
• Investigate database, application, and infrastructure issues, including performance-related problems.
• Work closely with Engineering on suspected defects and complex technical investigations, providing high‑quality, evidence‑backed escalations.
• Collaborate with Customer Success and other internal teams to ensure customers receive clear and consistent communication throughout an investigation.
• Create and maintain troubleshooting guides, knowledge articles, known issues, and technical runbooks, turning recurring investigations and solutions into reusable knowledge for the wider Support team.

Job description

ThreatModeler is seeking a technically curious and customer-focused Technical Support Engineer to join our Technical Support team. You will investigate and resolve issues across the ThreatModeler platform, including REST APIs, authentication, databases, networking, and cloud deployments.

You will own customer issues from triage to resolution, work with customers to reproduce problems, identify root causes, and provide effective solutions or workarounds.