Technical Support Engineer New Remote, United States

Specter Ops, Inc.; Northern (KY); Remote; USD 100,000 - 125,000; Full time

Benefits offered by this job

Remote work stipend

Professional development allowance

13 paid holidays

Job summary

SpecterOps, Inc. is seeking a Technical Support Engineer to troubleshoot BloodHound Enterprise issues and help customers get back to work with confidence.

You will support both SaaS and on‑prem deployments, owning cases from first response through resolution and coordinating with Product and Engineering as needed. You’ll join a team that values clear communication, strong troubleshooting instincts, and a willingness to learn new technologies, while working remotely from the United States with

Qualifications

• Four or more years of technical support experience involving hands-on troubleshooting and customer communication.
• Exceptional written and verbal communication with the ability to build customer trust and explain complex technical issues clearly.
• Strong troubleshooting judgment and the ability to break down unfamiliar problems.
• Working understanding of enterprise IT environments, security principles, and authentication/connectivity issues.

Responsibilities

• Own technical support cases from initial response through resolution, keeping customers informed throughout the investigation.
• Investigate issues methodically by gathering context, parsing logs/errors, testing hypotheses, and distinguishing environmental/configuration problems from defects.
• Troubleshoot BloodHound Enterprise across SaaS and on-prem deployments, including data collection, authentication, connectivity, APIs, and application behavior.
• Identify environmental dependencies affecting the product and coordinate troubleshooting with admins and escalation partners.
• Guide customers through clear, actionable troubleshooting steps and join troubleshooting calls when useful.
• Partner with Technical Account Managers to maintain continuity and context.
• Escalate to Product/Engineering with clear descriptions and reproduction steps; stay engaged through resolution.
• Turn troubleshooting lessons into reusable documentation and improve support workflows.
• Identify recurring issues and provide customer feedback to improve the product.

Skills

Troubleshooting

Customer communication

Enterprise IT knowledge

Networking concepts

Log interpretation

PowerShell

Python scripting

Prioritization

Self-learning

Background check clearance

Tools

BloodHound Enterprise

REST APIs

Cypher

Job description

SpecterOps is looking for a Technical Support Engineer to help BloodHound Enterprise customers troubleshoot complex technical issues and get back to work with confidence. BloodHound Enterprise helps security teams understand identity-driven attack paths, prioritize remediation, and reduce risk across their environments.

You’ll support customers using both SaaS and on-premises deployments, working through issues that span the application, data collection, authentication, integrations, and the customer’s environment. You’ll own support cases from the first response through resolution, partner with Technical Account Managers, and work with Product and Engineering when an issue needs deeper investigation.

We’re looking for an experienced troubleshooter who asks good questions, communicates clearly, and follows through. You don’t need to arrive as a BloodHound expert or know every technology our customers use. You do need a strong technical foundation and the curiosity to learn unfamiliar systems.

• Salary Range: $100,000–$125,000 base salary annually, commensurate with experience.
• Location: This position is remote, based in the U.S. with optional travel quarterly for in person company events and other ad hoc meetings.
  • Candidate mustbe authorized towork andresidein the United States; we do not currently sponsor immigration visas.
  • Schedule: Regular US business hours, with participation in a rotating on-call assignment for critical support incidents. During your assigned rotation, coverage includes nights, weekends, and holidays.

Responsibilities

• Own technical support cases from initial response through resolution, meeting response expectations and keeping customers informed even when the investigation is still underway.
• Investigate issues methodically: gather relevant context, interpret logs and errors, test hypotheses, and distinguish environmental or configuration problems from potential product defects.
• Troubleshoot BloodHound Enterprise across SaaS and on-premises deployments, including data collection and ingestion, authentication, connectivity, APIs, and application behavior.
• Help customers identify environmental dependencies affecting the product and coordinate troubleshooting with their administrators and internal escalation partners within the agreed support scope.
• Guide customers through clear, actionable troubleshooting steps and join troubleshooting calls when useful.
• Partner with Technical Account Managers to maintain continuity and share relevant customer context.
• Escalate to Product and Engineering with clear descriptions, diagnostic evidence, reproduction steps where possible, and an explanation of customer impact. Stay engaged through investigation, workaround, and resolution.
• Turn troubleshooting lessons into reusable documentation and knowledge base articles and suggest improvements to support workflows.
• Identify recurring issues and share customer feedback that can improve the product and support experience.
• Handle customer diagnostic data securely and follow approved procedures when requesting information, sharing evidence, or recommending troubleshooting changes.

Requirements

• Four or more years of technical support experience involving hands-on troubleshooting and customer communication.
• Exceptional written and verbal communication with the ability to build customer trust, make complex technical issues understandable, adapt to different audiences, and keep customers informed through clear expectations, proactive updates, and honest.
• Strong troubleshooting judgment: you can break down an unfamiliar problem, identify what evidence is missing, and make progress.
• A working understanding of enterprise IT environments and general security principles, with the ability to investigate configuration, permissions, authentication, and connectivity issues.
• Working knowledge of networking concepts with the ability to investigate connectivity issues between customer environments and the application.
• Practical comfort interpreting logs and error messages and inspecting API requests and responses to investigate a problem.
• Familiarity reading PowerShell and Python scripts and query examples, with a willingness to build those skills on the job.
• The ability to manage competing support priorities, work independently, and recognize when to involve others.
• A willingness to learn BloodHound, the technologies it interacts with, and new approaches to troubleshooting.
• Ability to successfully complete a criminal background investigation.
• Authorization to work and reside in the United States. We do not currently sponsor immigration visas.

Nice to haves

• Experience with BloodHound Enterprise.
• Familiarity with identity systems, directory services, cloud platforms, or enterprise security tooling.
• Experience supporting customer-hosted applications, containerized deployments, or hybrid SaaS and client-side systems.
• Experience troubleshooting single sign-on, writing scripts, working with REST APIs, or using graph query languages such as Cypher.

You don’t need experience with every technology listed here. We value sound troubleshooting, customer ownership, and demonstrated learning more than a checklist of platforms.

What We Offer

• Health/Dental/Vision/life insurance: 100% covered for both the employee and their family
• Flexible time off policy
• 13 paid holidays annually
• 401(k) with up to 4% company match
• Stock Options & quarterly bonuses
• Remote work: $1,500 new hire allowance to set up home office
• $500 annual home office allowance after first year
• $150 monthly cell phone and internet reimbursement
• $5,000 annual professional development allowance
• $5,250 towards continuing education or student loan repayment
• $1,200 annual budget for lifestyle, wellness, pet insurance and more
• A one-time $10,000 benefit towards family planning
• In person and virtual employee events throughout the year
• And of course,companyswag!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.To request reasonable accommodations, please contact us at [e-mail]

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in SpecterOps’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A \"disabled veteran\" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A \"recently separated veteran\" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An \"Armed forces service medal veteran\" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.