THE JOB: Technical Support Engineer

The Technical Support Engineer at CybSafe plays a critical role in our Engineering & Data department, serving as a vital bridge between customers and our product teams. You'll ensure client technical success by troubleshooting complex issues and translating customer feedback into actionable insights for our product development process. You'll also have the opportunity to maintain our infrastructure, assist with application bug resolution, contribute to platform automation, and help advance our platform.

Key Responsibilities

• Provide advanced technical support for our global customer base, resolving complex customer issues; this includes:
  • Integration issues between our platform and customer systems
  • Writing and optimizing SQL queries to investigate data anomalies reported by customers
  • Resolving SSO/SAML authentication issues with identity providers such as Entra ID, Okta and Google Workspace
• Debug and resolve customer-reported software issues using systematic troubleshooting methodologies
• Develop and maintain Python scripts to automate support workflows and diagnostic processes
• Manage support tickets through Jira and Intercom with proper categorization and prioritization
• Partner with Engineering teams to reproduce bugs and validate fixes
• Create comprehensive technical documentation, runbooks and help articles
• Analyze support metrics to identify trends and improvement opportunities
• Develop self-service content to enhance customer experience

Required Skills & Qualifications

• Experience with ticket management systems (ideally both Jira and Intercom)
• Familiarity with API testing and integration diagnostics
• Familiarity with AWS CloudWatch for log diagnostics
• Experience with both PostgreSQL and MySQL database systems
  • Including the ability to create SQL statements and perform database query optimization
• Proficiency in Python scripting for automation and data analysis
• Knowledge of networking fundamentals and debugging techniques
• Ability to write clear technical documentation and procedural guides
• Knowledge of email systems and protocols such as SMTP, DKIM, DMARC and SPF
• Knowledge of Git, GitHub

Desirable Experience

• Exposure to Django REST framework
• Familiarity with HubSpot CRM for customer relationship management
• Experience with other cloud platforms and monitoring solutions (such as Azure and Sentry)
• Experience working within a startup culture

What We're Looking For

• A proactive problem-solver who thrives in a fast-paced technical environment
• Detail-oriented professional with exceptional analytical and debugging skills
• Excellent communicator who can explain complex technical concepts clearly
• Customer-focused individual with a passion for delivering exceptional service
• Collaborative team player who works effectively across departments
• Self-motivated learner committed to staying current with emerging technologies