Senior Technical Support Engineer - Cybersecurity Saas

OverviewIntuition Machines builds enterprise security products with an AI / ML focus.

We apply our research to systems that serve hundreds of millions of people, with a distributed team around the world.

You may be familiar with our best-known product, the hCaptcha security suite.

Our approach is simple : low overhead, small teams, and rapid iteration.

Our organization is highly customer-focused, and we empower our team members to make a real impact.

As a Senior Technical Support Engineer with a strong software engineering background, you will bridge the gap between our customers and engineering teams.

Your expertise in software development will enable you to provide deep technical insights, contribute to product enhancements, and ensure our customers receive exceptional support.

This role offers an exciting opportunity to apply your engineering skills in an environment where your contributions directly influence product innovation and customer satisfaction.

What you will do

Leverage your software engineering expertise to diagnose and resolve complex technical issues across backend and frontend systems

Provide high-level technical support to enterprise customers, ensuring timely and effective solutions that draw upon your deep understanding of software development

Collaborate closely with Engineering, Product, and Security teams to facilitate issue resolution and contribute to product enhancements, using your coding skills to prototype solutions or debug issues

Apply your knowledge of security, bot management, and fraud prevention to assist customers and optimize product performance

Quickly learn and adapt to our evolving product suite, staying up-to-date with new features and changes, while providing feedback from a developer\'s perspective

Mentor and support other Support Engineers, sharing your software engineering knowledge to enhance the team\'s technical capabilities

Develop and improve support processes, tools, and documentation, potentially creating scripts or tools to automate and streamline support tasks

Engage with customers in a positive and proactive manner, building strong relationships and ensuring their success with our products

What we are looking for

Bachelor\'s or Master\'s degree in Computer Science, Engineering, or a related field, or equivalent work experience

Minimum of 5 years of experience in software engineering or a technical support role with a strong engineering focus

Solid background in software development is essential for this role

Proficiency in backend and frontend development technologies, such as Python, JavaScript, HTML, CSS, and related frameworks

Experience with security principles, bot management strategies, and fraud detection / prevention techniques

Ability to quickly understand and adapt to new technologies and products

Excellent problem-solving skills and the ability to think critically and creatively

Strong interpersonal and communication skills, with the ability to explain complex technical concepts to a variety of audiences

Self-motivated and proactive, with the ability to work independently and as part of a team

Familiarity with ticketing systems and support tools; experience with automation and scripting is a plus

A customer-centric mindset with a commitment to providing exceptional service

Nice to have

Strong proficiency in SQL; experience with databases like ClickHouse or tools like Apache Superset is a plus

Experience working with enterprise clients is a plus

What we offer

Fully remote position with flexible working hours

An inspiring team of colleagues spread all over the world

Pleasant, modern development and deployment workflows : ship early, ship often

A collaborative environment where your ideas are valued

High impact : lots of users, happy customers, high growth, and cutting-edge R&D

Flat organizational structure with direct interaction with leadership and all teams

We celebrate diversity and are committed to creating an inclusive environment for all team members.

Join us as we transform cybersecurity, user privacy, and machine learning online!

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

IT Services and IT Consulting

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