We’re looking for a customer-centric, technically savvy Support Engineer to be the front line of our customer experience. In this role, you’ll work on cases, ensuring timely, empathetic, and effective responses to customer inquiries. You’ll act as the voice of the customer, collaborating closely with Product and R&D teams to surface and prioritize feedback, bugs, and feature requests.
Beyond day-to-day support, you’ll own and evolve our support documentation, contribute to onboarding and training efforts, and identify opportunities to streamline workflows and improve the overall customer journey. This role is ideal for someone who loves problem-solving, thrives in a fast-paced SaaS environment, and is passionate about delivering high-quality support that drives customer success.
- 3–5 years of experience in a customer-facing technical support or engineering support role, ideally in a SaaS environment.
- Strong troubleshooting and problem-solving skills across web-based applications and integrations.
- Familiarity with REST APIs.
- Proficiency in networking concepts and protocols.
- Experience in browser dev tools.
- Proficiency in SQL.
- Proficient in empathetic communication, with the ability to effectively translate technical issues into clear and understandable explanations for diverse audiences.
- Familiarity with ticketing systems (e.g., Zendesk, Jira) and knowledge base tools (e.g., Notion, Confluence).
- Familiarity with Kibana is a plus.
- Scripting is a plus.
Top Skills
What We Do
The Zafran Threat Exposure Management Platform is the first and only consolidated platform that integrates with your security tools to reveal, remediate, and mitigate the risk of exposures across your entire infrastructure. Zafran uses an agentless approach to reveal what is truly exploitable, while reducing manual prioritization and remediation through automated response workflows.
https://www.zafran.io/
