As our Support Engineer, you’ll be the connective tissue between R&D and our customer-facing teams. You’ll make sure technical issues are tracked, prioritized, and resolved quickly, and that our CSMs always have the answers they need.
ResponsibilitiesInternal Orchestration (70%)
- Attend R&D team meetings to stay current on product developments and known issues
- Serve as technical liaison between engineering and customer-facing teams
- Coordinate escalation workflows between CSMs and engineering
- Track and prioritize technical issues across the customer base
Workflow Development (20%)
- Design and implement standardized support processes
- Create documentation templates and knowledge base materials
- Establish SLA frameworks and escalation protocols
- Build reporting dashboards for support metrics
Direct CSM Support (10%)
- Provide technical guidance to CSMs during complex customer issues.
- Assist with technical aspects of customer onboarding.
- Help prepare technical responses for customer inquiries.
- Responsible for also providing updates to customer directly through [email protected] , this way CSM isn’t a blocker on quick response times.
Technical Skills
- 6+ years of experience in technical support or operations
- Understanding of software development processes (not expert-level coding required)
- Experience with support tools and ticketing systems
- Strong documentation and process creation abilities
Soft Skills
- Excellent communication skills for cross-team collaboration
- Strong organizational skills and attention to detail
- Ability to translate technical concepts for non-technical stakeholders
- Customer-service mindset focused on internal client success
- Previous experience working in the US business hours
- Previous experience working in a start-up environment
- Customer Obsessed
Key Success Metrics
- Reduction in average time to resolve technical issues
- Implementation of standardized support workflows within 90 days (we’ve already started this, they can improve it)
- Establishment of clear escalation paths with defined SLAs
Skills Required
- 6+ years of experience in technical support or operations
- Understanding of software development processes
- Experience with support tools and ticketing systems
- Strong documentation and process creation abilities
- Excellent communication skills for cross-team collaboration
- Strong organizational skills and attention to detail
- Ability to translate technical concepts for non-technical stakeholders
- Customer-service mindset focused on internal client success
- Previous experience working during US business hours
- Previous experience working in a startup environment
- Customer-obsessed mindset
What We Do
Reco is the leader in SaaS & AI Security — the only approach that secures AI sprawl across SaaS apps & agents. Close the security gap in your expanding AI footprint. Reco is backed by top-tier investors including Insight Partners, SentinelOne Ventures, Workday Ventures, TIAA Ventures, Zeev Ventures, boldStart ventures, and Angular Ventures and has established partnerships with leading technology companies including AWS, Wiz, Palo Alto Networks, Cyera, Tines, and Torq. Reco was named a Global Infosec Awards winner in 2024 & 2026, a CRN® Stellar Startup in 2024 & 2025, and a 2025 SINET16 Innovator.
