Technical Support Engineer

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Zafran Security

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Security • Cybersecurity • B2B

Zafran Security is a company that specializes in threat exposure management, offering a centralized platform that integrates with security tools to uncover, remediate, and mitigate exposure risks across hybrid environments. The platform provides features like exposure hunting, vulnerability prioritization and remediation, proactive exposure mitigation, and a risk-based vulnerability management approach. Trusted by Fortune 500 companies, Zafran aims to improve organizations' defense postures by continually analyzing and optimizing their security controls to protect against high-profile vulnerabilities and threat groups.

11 - 50 employees

🔐 Security

🔒 Cybersecurity

🤝 B2B

📋 Description

• Monitor the Technical Customer Support Queue: Manage the incoming support tickets and inquiries through our ticketing system, ensuring timely responses and resolutions that meet or exceed defined SLAs. • Collaborate Cross-Functionally: Partner closely with R&D and Product to escalate and prioritize bugs, FRs, and UX improvements—acting as the customer advocate throughout. • Customer Communication: Provide clear, consistent updates to customers on the progress of their requests, issues, and feedback. • Build and Maintain Documentation: Create and continuously improve self-service resources, such as FAQs, how-to guides, and troubleshooting documents, to empower customers and reduce ticket volume. • Track and Report Metrics: Own key support KPIs such as time-to-response, resolution rate, and customer satisfaction; identify patterns and opportunities for process improvement. • Enable Customer Success: Assist in delivering training sessions, onboarding materials, and support for customer education initiatives. • Optimize Support Processes: Identify bottlenecks in support workflows and drive solutions that improve speed, quality, and efficiency.

🎯 Requirements

• 3–5 years of experience in a customer-facing technical support or engineering support role, ideally in a SaaS environment. • Strong troubleshooting and problem-solving skills across web-based applications and integrations. • Familiarity with REST APIs. • Proficiency in networking concepts and protocols. • Experience in browser dev tools. • Proficiency in SQL. • Proficient in empathetic communication, with the ability to effectively translate technical issues into clear and understandable explanations for diverse audiences. • Familiarity with ticketing systems (e.g., Zendesk, Jira) and knowledge base tools (e.g., Notion, Confluence). • Familiarity with Kibana is a plus. • Scripting is a plus.

🏖️ Benefits

• health insurance • retirement plans • paid time off • flexible work arrangements • professional development