Junior Support Engineer

November 24

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SpyCloud

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Cybersecurity • Security • Enterprise

SpyCloud is a cybersecurity company that specializes in identity protection and threat intelligence. The company provides solutions for enterprise protection, consumer risk protection, and cybercrime investigations. SpyCloud's services include automated account takeover (ATO) prevention, post-infection remediation, ransomware prevention, session hijacking prevention, threat actor attribution, fraud prevention, dark web monitoring, and penetration testing. By integrating with SIEM and SOAR systems, SpyCloud helps organizations reduce their risk of ransomware and other critical attacks by securing digital identities. Their data partnerships enhance their offerings through access to breached, malware, and phished data. SpyCloud is committed to disrupting cybercrimes by leveraging advanced analytics to protect both employee and consumer accounts and unmask threat actors.

51 - 200 employees

🔒 Cybersecurity

🔐 Security

🏢 Enterprise

📋 Description

• Respond to customer cases via phone, email, and web tools, maintaining SLA adherence and clear communication. • Participate in a 24x7 support rotation and follow escalation procedures for complex issues. • Reproduce customer issues and document findings, including steps to reproduce and environment details. • Troubleshoot technical issues with guidance, including SaaS platform configuration and basic API calls. • Track and meet key support metrics, including first-response time, time to resolution, and customer satisfaction. • Share patterns, recurring issues, and suggested improvements with the support and product teams. • Contribute to knowledge-base articles and maintain accurate documentation for future reference.

🎯 Requirements

• 1–3 years in a technical support or customer-facing role (help desk, SaaS support, or similar). • Basic understanding of internet technologies, REST APIs, and HTTP response codes. • Comfortable using tools like Postman, cURL, or browser developer tools to inspect API requests and responses. • Strong problem-solving skills, organization, and ability to manage multiple cases simultaneously. • Excellent written and verbal communication skills with a customer-first mindset. • Familiarity with authentication methods (OAuth, tokens, API keys) is a plus. • Exposure to JSON parsing or scripting in Python or JavaScript is a plus. • Awareness of security concepts (HTTPS, encryption basics) and API workflows is a plus.

🏖️ 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