CybSafe · 16 hours ago
Support Engineer
United States
Full-time
Remote
Mid Level
£35K/yr - £45K/yrCybSafe is an innovative company seeking a Support Engineer to join their Engineering & Data department. The role involves providing high-quality technical support to customers, managing support tickets, and collaborating with engineering teams to resolve issues while ensuring customer satisfaction.
AnalyticsCyber SecurityNetwork SecuritySoftware
No H1B
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
Qualification
Required
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)
Technical knowledge of: Authentication systems (SSO, SAML concepts)
Technical knowledge of: Email systems and protocols (SMTP, DKIM, DMARC, SPF)
You must have an unrestricted right to work in the UK to be considered for this position
Preferred
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)
Company
CybSafe
CybSafe is a data analytics and behavioral security platform that assists people in making better security decisions.
Founded in 2017
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$40.19MKey Investors
Evolution Equity PartnersIQ Capital
2022-06-06Series B· $28M
2021-01-28Series A· $7.69M
2018-09-04Series A· $4.5M
Leadership Team
Oz Alashe
CEO & Founder
Recent News
Computer Weekly
2025-07-22
Company data provided by crunchbase