SpyCloud · 4 hours ago
Support Engineer
Austin, TX
Full-time
Hybrid
Entry Level
1+ years expSpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. The Support Engineer provides enterprise-level support for customers and partners, troubleshooting technical issues, and ensuring a high standard of customer satisfaction.
Cyber SecuritySoftwareProperty & Casualty InsuranceFraud DetectionNetwork Security
No H1B
Responsibilities
Provide technical support for our enterprise customers and partners via phone, web-based tools, and email
Integrate as part of our Global Support team
Develop a deep understanding of SpyCloud’s products
Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
Reproduce customer issues and, if necessary, file bug reports, escalate cases to engineering, and provide necessary documentation requirements
Meet or exceed customer expectations on response quality, timeliness of response, and overall customer experience
As one of the key contacts with our customers, effectively communicate areas of improvement for both product and services
Help track support metrics and share findings you identify
Uphold and improve our first response time and high standard for customer satisfaction
Qualification
Required
1-2 years of Support Engineer experience in a customer-interacting role
Practical experience with a solid background in problem analysis and resolution of SaaS enterprise platforms
Strong affinity with internet technologies and knowledge of customer relations technical processes
Exceptional problem-solving capabilities and ability to adapt to new processes and procedures quickly, while dealing with many varied technical support requests and challenges
Stellar organizational skills and ability to manage multiple projects with multiple deadlines simultaneously
Ability to think on your feet and come up with creative solutions to non-obvious problems
Empathy for customer challenges and enjoyment in problem solving
Familiarity with Software as a Service (SaaS) solutions
Familiarity with DevOps
Familiarity with REST APIs
Familiarity with programming languages (Python, JSON, JavaScript, etc.) interaction with a REST API (synchronously, asynchronously, parsing results)
Understanding of HTTP Error codes and their relationship to REST API calls
BA/BS/Undergraduate degree required
Preferred
Cybersecurity, ATO prevention, and Zendesk experience a plus
Familiarity with Active Directory configuration, Windows system administration, and PowerShell scripting
Creating technical documentation
Benefits
401(k) with Employer Contribution
Health, Vision, and Dental Insurance
Health Savings Account (HSA) available with Employer Contribution
Employer Paid Life, Short-term, and Long-term Disability Insurance
Generous PTO Plan and 16 paid holidays per year
Retirement Savings Plan with Employer Contribution
Employer Provided Private Health Insurance and Healthcare Cashplan
Employer Paid Life Insurance and Income Replacement
Generous Holiday Plan and 14 paid holidays per year
Company
SpyCloud
SpyCloud is the leader in Cybercrime Analytics. Their solutions transform recaptured darknet data to protect businesses from cyberattacks.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$168.5MKey Investors
Riverwood CapitalCentana Growth PartnersM12 - Microsoft's Venture Fund
2023-08-23Series D· $110M
2020-08-18Series C· $30M
2019-02-27Series B· $21M
Leadership Team
Ted Ross
CEO & Co-Founder
William Cull
Vice President US Federal
Recent News
Help Net Security
2026-01-17
Company data provided by crunchbase