Support Engineer

Responsibilities

• Handle and resolve customer tickets (via Intercom) within SLA, in English, for customers worldwide.
• Leverage AI to handle repetitive tickets and build and maintain the support knowledge base that powers both the team and the AI agent.
• Act as a Cye Platform expert user and manage Cye Platform administration: account and user provisioning, licenses, permissions, and configuration, for customers and internal teams.
• Troubleshoot Cye Platform issues, including integrations with third-party security tools and cloud platforms (e.g. Microsoft Defender, CSPM, EDR): analyze logs and data, reproduce problems, and help automate recurring checks and fixes.
• Support customers through onboarding and help them get integrations live.
• Escalate to R&D with clear, reproducible reports; track issues through resolution and communicate status to customers and internal stakeholders.
• Identify recurring issues and feed product and monitoring improvements back to R&D, pushing toward proactive support.

Requirements

• Strong troubleshooting methodology: you isolate problems, form hypotheses and verify them, and you do not stop at the workaround.
• Strong English communication skills, with the ability to explain technical issues clearly to both engineers and non-technical stakeholders.
• Ownership, customer empathy, and the ability to manage several open tickets in parallel.

Qualifications

1–2 years of experience in technical support, support engineering, or a similar customer-facing technical role, ideally in a B2B SaaS company.

Working knowledge of REST APIs, JSON, authentication methods (API keys, OAuth), and reading logs.

Scripting skills in Python and SQL for troubleshooting, data investigation, and automation.

Knowledge of cybersecurity concepts (threats, vulnerabilities, risk management) and familiarity with security tools such as Microsoft Defender, CSPM, EDR, and SIEM.

Hands-on experience with Azure and/or AWS: IAM, roles and permissions, core services (AZ-900, AWS Cloud Practitioner or higher).

Experience with integration and automation platforms (Workato, ServiceNow) or webhooks.

Cye helps security and risk leaders gain a clear, defensible view of their cyber exposure, grounded in financial impact and real-world attack paths. By continuously quantifying exposure and validating it in context, organizations can establish a strong baseline, prioritize decisions with confidence, and track measurable reduction over time.