Junior Support Engineer

The Associate/Jr. Support Engineer provides enterprise-level technical support to SpyCloud customers and partners. You’ll troubleshoot technical issues, document findings, escalate when needed, and ensure customers receive timely, high-quality responses. This is a hands-on role that offers growth into advanced integrations, security concepts, and API troubleshooting.

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What You'll Do:

• 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.

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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.

Nice to Have:

• Familiarity with authentication methods (OAuth, tokens, API keys).
• Exposure to JSON parsing or scripting in Python or JavaScript.
• Awareness of security concepts (HTTPS, encryption basics) and API workflows.
• Optional experience with SIEM/SOAR tools, Tines, Splunk, Active Directory, or Windows server environments.