Filigran · 8 hours ago
Senior Customer Support Engineer - NA
United States
Full-time
Remote
Senior LevelFiligran is a company committed to revolutionizing cyber threat management with innovative open-source solutions. They are seeking a Senior Customer Support Engineer to deliver outstanding support experiences, manage technical support tickets, and collaborate with various teams to enhance customer satisfaction and product improvement.
Cyber SecurityInformation TechnologyNetwork SecuritySoftware Engineering
Responsibilities
Deliver timely and helpful support across multiple channels, ensuring a smooth experience for every customer
Manage and prioritize technical support tickets via our ticketing system — escalating and following up as needed to maintain fast resolution times
Provide real-time assistance via Slack, helping key customers with troubleshooting, best practices, and product guidance
Support onboarding efforts in collaboration with CSMs, occasionally joining customer meetings or helping run training sessions
Improve support processes and workflows, identifying recurring issues and proposing scalable solutions
Maintain up-to-date documentation, keeping our technical support content, internal knowledge base, and FAQs current and relevant
Qualification
Required
Strong technical aptitude and ability to work with tools like OpenCTI and/or OpenAEV (training available)
Experience in customer support, ideally in a SaaS or technical environment
Advanced understanding of technical troubleshooting using test environments
Familiarity with Cybersecurity, Security Operations, Cyber Threat Intelligence (CTI) concepts and the STIX standard
General knowledge of cybersecurity tools like SIEMs, EDRs, firewalls, and threat intelligence platforms
Preferred
Excellent communication skills — written and spoken — to clearly explain technical concepts to a wide range of users
Strong problem-solving mindset, with the ability to investigate issues and suggest practical solutions
Familiarity with GraphQL and Python
High level of rigor and customer care, showing empathy and consistency in every interaction
A collaborative spirit — you enjoy working as part of a team and helping others succeed
Proactive, curious, and eager to learn across technical and product-related topics
Benefits
Competitive pay + equity — everyone shares in our success
Remote-first, flexible, and balanced — work that fits your life
Your setup, your choice — pick the gear that works for you
Company
Filigran
Filigran provides an open-source cybersecurity solutions including threat intelligence management and cyber risk management.
Founded in 2022
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$114.82MKey Investors
EurazeoInsight PartnersAccel
2025-10-06Series C· $58.22M
2024-10-28Series B· $34.94M
2024-02-28Series A· $16.26M
Leadership Team
Samuel Hassine
CEO and Co-Founder
Julien Richard
CTO and Co-founder
Recent News
2025-11-08
Company data provided by crunchbase