THE JOB: Support Engineer

The Support Engineer at CybSafe plays a vital role in our Engineering & Data department, serving as the primary point of contact for customer technical issues. You'll ensure customer success by providing responsive, high-quality technical support, managing a high volume of customer tickets whilst staying within our existing SLAs, and working collaboratively with our engineering teams to resolve issues. This is an excellent opportunity for someone looking to develop their technical skills in a supportive environment while making a direct impact on customer satisfaction.

Key responsibilities

• Provide timely technical support for our global customer base through Intercom, staying within our existing SLAs
• Troubleshoot and resolve common customer issues including:
  • Platform access and login problems
  • Basic integration issues between our platform and customer systems
  • SSO/SAML authentication issues with identity providers such as Entra ID, Okta and Google Workspace
  • User management and configuration questions
• Manage support tickets through Intercom and Jira with proper categorization, prioritization, and documentation
• Escalate complex technical issues to the appropriate teams with clear reproduction steps and relevant diagnostics
• Communicate clearly with customers, explaining technical concepts in accessible language
• Create and maintain help articles and documentation for common issues
• Identify patterns in support tickets to highlight potential product improvements
• Collaborate with the Engineering team to validate bug fixes and test new features
• Contribute to building a knowledge base of solutions for recurring customer issues

Required skills & qualifications

• Strong customer service and written communication skills with the ability to explain technical concepts clearly
• Experience with ticket management systems (Intercom experience is a plus)
• Understanding of web applications and how they work
• Comfortable learning new technical concepts and tools
• Ability to follow troubleshooting procedures and runbooks
• Detail-oriented approach with ability to manage multiple priorities and document issues thoroughly
• Technical knowledge of:
  • Databases and SQL (ability to read and understand queries)
  • Authentication systems (SSO, SAML concepts)
  • Email systems and protocols (SMTP, DKIM, DMARC, SPF)

Desirable experience

• Previous experience in a technical support role
• Familiarity with JIRA for issue tracking
• Knowledge of API concepts and testing
• Exposure to cloud platforms (AWS, Azure)
• Experience with CRM systems such as HubSpot
• Experience working in a SaaS or startup environment
• Any coding or scripting experience (Python is a plus)
  

What we're looking for

• A customer-focused individual with a genuine passion for helping people solve problems
• Quick learner who is enthusiastic about developing technical skills
• Excellent communicator who can adapt their style for different audiences
• Organized self-starter who can manage their own workload effectively
• Collaborative team player who knows when to ask for help
• Detail-oriented professional who takes pride in thorough documentation
• Patient problem-solver who remains calm under pressure
• Someone who thrives in a supportive, fast-paced environment
• Comfortable using AI tools to work more efficiently and tackle complex problems

You must have an unrestricted right to work in the UK to be considered for this position.