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Job Description, Responsibilities & Requirements
About the Position
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Tier 2 Technical Support Engineer
The company Fights Phishing. The company is a self-learning, AI-driven email security solution that continuously detects and remediates advanced threats for global organizations of any size. Our solution is fast to deploy, easy to operate, and provides unparalleled protection against email threats.
About the Company
We care about people. We care about cybersecurity. We care about our customers and partners. Our team acts with intentionality and our actions are always in the best interest of our teams, our customers, and our company. Our culture is focused on innovation, continuous improvement, and the drive to push boundaries and take everything to the next level. We are a rapidly growing team and welcome all recruitees who love a fast-paced, rewarding challenge to join our team today!
Who You Are
You are driven, self-motivated, and have a strong desire to achieve the company’s growth goals. You love learning new products and helping others use it properly.
You are resourceful and accountable, hungry to chase down answers and solve challenges.
You are respectful and a good communicator. You are detail oriented and thrive in a fast-paced environment.
What You Will Do
As a Technical Support Engineer, you will join a team of professionals who ensure our customers receive premium, world-class technical support for their investment. You will be connecting with our customers post sales, and drive rapid issue resolution and customer satisfaction. You will work closely with our development, product management, and CSM teams. You will work closely with our RnD and CSM teams ensuring appropriate troubleshooting, resolution, documentation, and communicating with stakeholders to mitigate and minimize the impact on the company’s customers.
Core Responsibilities
- Deliver outstanding customer service to the company’s partners and customers
- Develop and maintain a strong technical understanding of the IRONSCALES market-leading cloud email security platform
- Troubleshoot, track, and resolve customer’s issues (if needed – by working with the CSS, Product and R&D teams)
- Maintain high customer satisfaction levels through fast and efficient issue resolution, quick response times, regular and clear communications, and strong understanding of issues escalation
- Maintain accurate customer data in Zendesk, JIRA, and Salesforce
- Understand customers’ use cases and serve as their champion while providing constant internal feedback
- Develop and maintain relationships with customer technical users
Requirements
- BSc in Software Engineering, Computer Science, or equivalent experience
- Proficiency in written and spoken English is a MUST
- 5+ years of experience as a Technical Support, IT administrator, Technical Account Manager, or in another similar customer-facing technical role
- Familiarity and hands-on experience with AI tools (e.g., Claude code/Cowork/Codex, etc)
- Good knowledge of networking (protocols, routing, gateways), Windows, Linux, SMTP, O365, GWS, and email protocols
- Familiarity with common cybersecurity tools, SIEMs, and threat intelligence platforms
- Excellent problem-solving and troubleshooting skills
- Sense of urgency, passion for customer service, and outstanding communication skills
- Sense of curiosity and the ability to follow-up and investigate unresolved tickets
- Being agile and able to adjust quickly to many different situations and challenges
Nice to Have
- Background in endpoint management, endpoint security, email architecture, or email security is a plus
- Knowledge of programming languages (e.g., Bash/Python/JavaScript/Java) is a plus
We Offer
- Competitive salary
- Remote work options
- Professional development budget