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Technical Support Engineer (NXJ-220)
Newxel
Source: Headcount Labs · original listing ↗
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Posted 13 days ago
About this role
THE ROLE The core of this role is solving complex, highly technical customer issues for a rapidly growing cybersecurity platform. You won’t just be passing tickets; you will independently investigate root causes, reproduce complex REST API issues, and analyze system logs. As one of two new hires expanding a tight-knit global support team of two into four, you will play a critical role in establishing robust US coverage and reducing the operational load on team leadership. ABOUT THE PRODUCT The product is a B2B SaaS cybersecurity platform that helps organizations assess and manage third-party security risks. It runs on Google Cloud Platform (GCP) and involves network analysis, security posture assessments, and complex API integrations, requiring strong technical expertise in networking, web protocols, and modern security standards. WHAT YOU’LL BE DOING - Investigate and resolve complex technical issues, identifying root causes independently using logs, error messages, and monitoring tools. - Reproduce customer API issues using Postman, analyzing API logs and translating errors into actionable engineering tasks. - Investigate basic-to-advanced networking and security issues, including DNS/reverse DNS routing, IP/domain verification, TLS configurations, and WAF detection. - Proactively leverage AI tools (Claude, Gemini, Copilot, etc.) to accelerate technical investigations, log analysis, and daily workflows. - Communicate effectively and professionally with enterprise customers, translating complex technical findings into clear English. - Cover US Eastern Time business hours, with a willingness to jump in on rare, critical P1 incidents outside of normal hours to meet SLAs. WHAT WE EXPECT MUST HAVE - 4+ years of technical support experience in a B2B SaaS company. - Hands-on experience troubleshooting REST APIs (using Postman, reading API logs, and understanding error messages). - Solid foundational networking knowledge, specifically regarding DNS, reverse DNS, and IP/domain ownership verification. - Strong proficiency in reading and analyzing system logs to investigate technical issues. - Exceptional written and spoken English, capable of managing enterprise-level customer communications. - Comfort and willingness to actively use AI tools in your daily troubleshooting workflows. - Availability to start within a relatively short timeframe. NICE TO HAVE - Previous experience in a cybersecurity company or an Israeli startup environment. - Hands-on experience manually validating security findings using tools like Nmap, or investigating WAF and TLS issues. - Database querying experience (SQL/NoSQL) to extract and cross-reference data during investigations. - Experience with cloud platforms (specifically GCP) and monitoring tools (like Grafana). - Advanced AI automation skills, such as building custom AI agents, automations, or using Claude Code. - Experience supporting large enterprise customers and operating within a globally distributed support team. WHY THIS ROLE IS WORTH YOUR TIME - High Autonomy: You are trusted to investigate and solve complex technical cases and potential product bugs independently, without needing constant guidance. - Modern Workflow: We don't just tolerate AI—we expect and encourage you to build it into your daily technical investigations to make your life easier and your work faster. - Direct Impact: You are coming in at a pivotal moment to double the size of the core support team, significantly shaping how enterprise issues are handled and escalated.