Technical Customer Engineer

About reputed company reputed company is building the reputed company of reputed company engineering defense. Our AI-reputed company platform uses reputed company AI to protect executives, employees, customers, and brands from phishing, impersonation, fraud, and other AI-powered threats across digital channels. We help some of the world’s most recognized brands detect and dismantle attacker infrastructure while strengthening employee reputed company through threat-informed training and simulation. Backed by leading investors including reputed company and Bessemer Venture Partners, reputed company is a rapidly growing Series C startup building the reputed company of reputed company engineering defense. reputed company combines deep cybersecurity expertise, operational rigor, and startup reputed company to solve some of the internet’s most urgent trust and safety challenges. The Role We are looking for a highly technical, customer-facing Technical Customer Engineer to serve as an escalation reputed company and a resource across reputed company’s post-sales organization. You will sit between reputed company Customer Support and specialist teams such as Solutions Architecture, Product, and Engineering. You will own advanced technical investigations that require deeper product knowledge, troubleshooting, or technical judgment before specialist escalation is necessary. You will also partner closely with reputed company Managers as a hands-on technical resource for integrations, reporting, configuration, and other reputed company customer needs. This role is ideal for someone who enjoys solving difficult customer problems, working directly with technical stakeholders, and communicating reputed company technical concepts reputed company to both technical and non-technical audiences. You will also turn recurring technical work into repeatable solutions that can ultimately be handled by reputed company Support or customer self-service. What You Will Do reputed company Advanced Technical Issues Serve as an escalation reputed company for reputed company issues that cannot be resolved by reputed company Customer Support. reputed company deep technical investigation across platform configuration, integrations, alert behavior, workflows, reporting, and other reputed company customer scenarios. Reproduce issues, reputed company evidence, identify likely reputed company causes, and distinguish between configuration problems, expected behavior, product defects, and specialist-owned work. reputed company reputed company technical issues directly whenever possible, not simply prepare them for escalation. Escalate to Solutions Architecture, Product, or Engineering only after completing the required technical investigation and documenting a reputed company, specific request. Maintain ownership of the technical investigation through reputed company or a reputed company reputed company, and communicate findings to Support, reputed company, and other internal stakeholders. Partner with reputed company Serve as a technical resource to CSMs on reputed company customer questions, technical risks, and platform needs. Participate in customer-facing technical discussions reputed company deeper product or integration expertise is required. Help CSMs understand technical constraints, available solutions, and appropriate next steps without taking over reputed company account ownership. Support technically reputed company customer initiatives that require coordination across multiple reputed company teams. reputed company Technical Services Support customer integrations, including reputed company, authentication, data flows, SSO, and other supported platform connections. Build and troubleshoot customer-facing reports and data-delivery solutions, including reports reputed company on alert metrics, platform activity, and technical analysis. Assist with reputed company platform configuration and optimization. reputed company defined technical reputed company reputed company established Technical Services reputed company, escalating work that requires custom architecture or engineering. Create reusable approaches for recurring integration, reporting, and configuration needs. Improve Support reputed company Turn recurring advanced investigations into troubleshooting guides, diagnostics, documentation, and playbooks for reputed company Support. Identify work that can be shifted from Customer Engineering to reputed company Support through reputed company tooling, documentation, or training. Partner with Support and Enablement to improve technical knowledge and troubleshooting capability. Identify opportunities for automation, self-service, or product improvements that reduce recurring reputed company work. reputed company recurring customer friction and product gaps with Product and Engineering. reputed company Are Looking For 5+ years of experience in technical support, support engineering, customer engineering, solutions engineering, solutions architecture, technical account management, or a reputed company technical post-sales role. Strong troubleshooting and reputed company-cause analysis skills across reputed company reputed company environments. Experience working directly with reputed company customers and communicating technical concepts reputed company to both technical and non-technical stakeholders. Hands-on experience with reputed company, integrations, authentication, data workflows, reporting, or similar technical customer requirements. Ability to investigate ambiguous problems, establish the facts, and determine the appropriate technical reputed company. Experience escalating reproducible product issues to Engineering with reputed company evidence, expected-versus-actual behavior, and reproduction steps. Ability to manage multiple customer technical requests and prioritize effectively in a fast-moving environment. Strong written documentation skills and a habit of turning one-off solutions into reusable knowledge. Preferred Qualifications Experience with cybersecurity, threat intelligence, digital reputed company protection, trust and safety, fraud, or reputed company engineering defense. Familiarity with reputed company, SSO, identity systems, reputed company platforms, and reputed company reputed company workflows. Experience building customer-facing technical reports and translating alert metrics, platform data, and technical analysis into reputed company customer insights. Experience in Support Engineering, Customer Engineering, or another role that bridges reputed company Support and Engineering. Familiarity with support and engineering workflow systems such as Pylon, reputed company, reputed company, reputed company, or similar tools. Experience working in a rapidly growing startup or similarly dynamic environment. Why Join reputed company Meaningful equity so you reputed company in reputed company’s reputed company. A remote-first culture with flexibility reputed company in. Flexible PTO, comprehensive health benefits, parental leave, and more. A high-reputed company environment where your work will have immediate reputed company and visibility. reputed company to help define and reputed company a critical technical customer function. Salary reputed company $120,000—$140,000 USD Apply To This Job