Technical Support Engineer

Zafran is looking for an experienced Technical Support Engineer to join our Customer Success team.

In this role, you will be the front line of Zafran’s customer experience, working directly with customers to troubleshoot complex technical issues, provide timely solutions, and ensure a seamless experience across our platform. You will collaborate closely with Product and R&D teams to resolve bugs, improve usability, and help shape the product roadmap. This role is ideal for someone who thrives on problem-solving, enjoys working directly with customers, and wants to make a tangible impact in a fast-paced SaaS startup environment.

About Zafran:

Our Mission: To stop the exploitation of vulnerabilities, everywhere.

What makes us different: Zafran de-risks 90% of critical vulnerabilities overnight across your hybrid environment and utilizes Agentic Capabilities and your existing security tools to rapidly mitigate and remediate the 10% most likely to be exploited.

​​Who’s behind us: Zafran is backed by Menlo Ventures, Sequoia Capital, Cyberstarts, and a deep belief that cybersecurity should move as fast as attackers do. We’re one of the fastest-growing companies in the industry, scaling to meet demand from the world’s most advanced, security-obsessed organizations.

We’re serious about our mission- so expect work that matters, teammates who challenge and inspire you, and plenty of fun along the way!

What you will do:

Customer Support & Case Management

• Manage incoming support tickets and technical inquiries through the ticketing system, ensuring timely responses and resolutions that meet or exceed defined SLAs.
• Investigate and troubleshoot customer issues across the platform, integrations, APIs, and data pipelines.
• Provide clear and consistent communication to customers throughout the lifecycle of a case.

Customer Advocacy

• Serve as the voice of the customer internally by identifying patterns, recurring issues, and improvement opportunities.
• Escalate complex technical issues and collaborate with R&D and Product teams to resolve bugs and address feature gaps.
• Cross-Functional Collaboration
• Work closely with Product, Engineering, and Customer Success teams to ensure customer feedback and issues are prioritized appropriately.
• Assist in validating fixes and communicating updates back to customers.

Documentation & Self-Service

• Create and maintain high-quality documentation, including troubleshooting guides, FAQs, and knowledge base articles.
• Help build self-service resources that empower customers and reduce ticket volume.
• Contribute to internal knowledge sharing and support team best practices.

Process & Support Operations

• Track and report key support metrics, including response time, resolution time, and customer satisfaction.
• Identify workflow bottlenecks and propose improvements to support processes and tooling.

• 5–7 years of experience in technical support, technical account management, or engineering support roles in a SaaS environment.
• Strong troubleshooting and analytical skills across web-based applications and distributed systems.
• Solid understanding of REST APIs and API troubleshooting.
• Knowledge of networking concepts and protocols.
• Experience using browser developer tools for debugging.
• Proficiency in SQL for data investigation and troubleshooting.
• Excellent written and verbal communication skills with the ability to explain technical issues clearly to both technical and non-technical audiences.
• Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge base platforms (e.g., Notion, Confluence).

Experience with the following

• Experience with Kibana / log analysis tools.
• Basic scripting experience (Python, Bash, etc.).
• Background in cybersecurity or security platforms.