Support Engineer

About TeramindTeramind is the leading platform for user behavior analytics, serving multiple use cases from insider risk mitigation to business process optimization. With our comprehensive suite of solutions, organizations gain unprecedented visibility into user activities while enhancing security, optimizing productivity, and ensuring compliance.Trusted by Fortune 500 companies and businesses of all sizes across industries, our innovative platform helps organizations protect sensitive data, maximize workforce performance, and create safer, more efficient digital workplaces. Through real-time monitoring and advanced analytics, we enable businesses to safeguard their most sensitive information while optimizing employee productivity in both in-office and remote work environments.

Our Core ValuesAt Teramind, our values drive everything we do. We embrace innovation as a fundamental principle, constantly pushing boundaries to improve our products, streamline processes, and enhance customer experiences. We foster resourcefulness by empowering our team members with the autonomy and confidence to solve problems independently while providing collaborative support when needed. As a globally inclusive organization, we celebrate diversity and create an adaptable work culture where respect and collaboration thrive across our international teams. Above all, we are committed to excellence, delivering the highest quality in every aspect of our work and consistently exceeding expectations in service to our clients and each other.

About the role

Teramind is currently looking for a Support Engineer to join our growing support team.
In this role, you’ll be at the intersection of technology and customer experience, playing a key part in ensuring our users continue to receive the high-quality product support Teramind is known for.

By applying to this position, you have the opportunity to join one of the most respected and fastest-growing teams in the world. You’ll take on exciting challenges, contribute to impactful projects, and grow significantly both professionally and technically.

Responsibilities:

• Provide technical support and advanced-level troubleshooting to customers
• Deal with L2/L3 tickets
• Triage complex customer service issues received through various customer service channels
• Maintain high customer satisfaction while managing operational expectations
• Become a product expert and maintain a deep understanding of product functionality
• Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
• Identify trends in support requests to help create long-term solutions

• Minimum 5 years of relevant experience as a technical support/support engineer or in a similar role
• Ability to navigate comfortably in Linux and Windows shells
• Extensive knowledge of PostgreSQL
• Knowledge of cloud computing platforms (Azure, AWS, etc) 
• Knowledge of an Intercom or similar ticketing system
• Understanding of B2B SaaS products, IT security, and data platforms
• Ability to translate intricate technical details to simple, understandable term
• Strong interpersonal skills and ability to work with customers & cross-functional teams.

At Teramind, we're a collaborative, forward-thinking team where new ideas come to life, experience is valued and talent is incubated.

• High-quality health benefits
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Professional development budget

• Impact: Shape both the enterprise customer experience and the technical culture of the solution engineering team.
• Growth: Step into a leadership role with clear ownership and direct influence over company outcomes.
• Innovation: Work at the intersection of data, behavior analytics, and cybersecurity.
• Culture: Join a globally distributed, highly collaborative team that values excellence, trust, and continuous improvement.

About our recruitment process

We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story.
You can expect up to 4 interviews:

• 20-minute Test Task
• Intro-call
• Tech Interview
• Final Interview
  

All roles require reference and background checks
Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.