The Role
Provide technical customer support for the Cye Platform by resolving tickets, troubleshooting integrations and cloud environments, administering accounts and permissions, and supporting customer onboarding. Analyze logs and data, use Python and SQL for investigation and automation, maintain AI-powered knowledge resources, and escalate reproducible issues to R&D. Identify recurring problems and contribute to product, monitoring, and proactive support improvements.
Summary Generated by Built In
We’re looking for a Support Engineer to join our team and help customers get the most out of the Cye Platform. This hands-on technical role combines customer support, troubleshooting, platform administration, and automation. You’ll work closely with customers and internal R&D teams, investigate complex technical issues, and help turn recurring challenges into better products, integrations, and proactive support.
Responsibilities
- Handle and resolve customer tickets (via Intercom) within SLA, in English, for customers worldwide.
- Leverage AI to handle repetitive tickets and build and maintain the support knowledge base that powers both the team and the AI agent.
- Act as a Cye Platform expert user and manage Cye Platform administration: account and user provisioning, licenses, permissions, and configuration, for customers and internal teams.
- Troubleshoot Cye Platform issues, including integrations with third-party security tools and cloud platforms (e.g. Microsoft Defender, CSPM, EDR): analyze logs and data, reproduce problems, and help automate recurring checks and fixes.
- Support customers through onboarding and help them get integrations live.
- Escalate to R&D with clear, reproducible reports; track issues through resolution and communicate status to customers and internal stakeholders.
- Identify recurring issues and feed product and monitoring improvements back to R&D, pushing toward proactive support.
Qualifications
- 1–2 years of experience in technical support, support engineering, or a similar customer-facing technical role, ideally in a B2B SaaS company.
- Strong troubleshooting methodology: you isolate problems, form hypotheses and verify them, and you do not stop at the workaround.
- Working knowledge of REST APIs, JSON, authentication methods (API keys, OAuth), and reading logs.
- Strong English communication skills, with the ability to explain technical issues clearly to both engineers and non-technical stakeholders.
- Ownership, customer empathy, and the ability to manage several open tickets in parallel.
- Scripting skills in Python and SQL for troubleshooting, data investigation, and automation.
- Knowledge of cybersecurity concepts (threats, vulnerabilities, risk management) and familiarity with security tools such as Microsoft Defender, CSPM, EDR, and SIEM.
- Hands-on experience with Azure and/or AWS: IAM, roles and permissions, core services (AZ-900, AWS Cloud Practitioner or higher).
- Experience with integration and automation platforms (Workato, ServiceNow) or webhooks.
Cye helps security and risk leaders gain a clear, defensible view of their cyber exposure, grounded in financial impact and real-world attack paths. By continuously quantifying exposure and validating it in context, organizations can establish a strong baseline, prioritize decisions with confidence, and track measurable reduction over time.
Skills Required
- 1-2 years of experience in technical support, support engineering, or a similar customer-facing technical role
- Strong troubleshooting methodology, including isolating problems, forming hypotheses, verifying causes, and pursuing permanent solutions
- Working knowledge of REST APIs, JSON, authentication methods such as API keys and OAuth, and log analysis
- Strong English communication skills for explaining technical issues to technical and non-technical stakeholders
- Ownership, customer empathy, and ability to manage multiple open tickets in parallel
- Scripting skills in Python and SQL for troubleshooting, data investigation, and automation
- Knowledge of cybersecurity concepts, including threats, vulnerabilities, and risk management
- Familiarity with Microsoft Defender, CSPM, EDR, and SIEM security tools
- Hands-on experience with Azure and/or AWS, including IAM, roles and permissions, and core services
- AZ-900, AWS Cloud Practitioner, or higher certification
- Experience with Workato, ServiceNow, or webhooks for integration and automation
- Experience in a B2B SaaS company
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The Company
What We Do
CYE’s optimized cyber risk quantification platform and expert guidance transform the way organizations manage cybersecurity. Using AI, machine learning, and innovative technology, CYE visualizes attack routes, quantifies, mitigates, and communicates cyber risk, and matures organizational cybersecurity posture. In doing so, CYE provides clear and relevant insights that empower companies to make effective cybersecurity decisions. The company serves organizations in multiple industries globally. Founded in 2012, with headquarters in Israel and operations around the world, CYE is funded by EQT Private Equity and 83North.
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