​This is a full-time, Senior Technical Support Engineer role at Zafran, a rapidly growing cybersecurity SaaS company focused on vulnerability management and mitigation across hybrid environments. This is a critical customer-facing role responsible for managing the support queue, delivering high-quality responses, and acting as the voice of the customer to R&D and Product teams.

• ​Experience Required: 3–5 years of experience in a customer-facing technical support or engineering support role, ideally in a SaaS environment.
• ​Support Tier: Senior-level, focusing on timely, empathetic, and effective responses to technical inquiries.
• ​Focus: Troubleshooting issues related to web-based applications, networking, REST APIs, and SQL proficiency, all within a fast-paced cybersecurity context.
• ​Mission: To stop the exploitation of vulnerabilities everywhere.

​What You Will Do: Support Queue Management and Customer Advocacy

​The engineer will own the support experience from initial contact through resolution and will actively contribute to process and documentation improvement.

• ​Queue Monitoring & SLAs: Monitor the Technical Customer Support Queue, manage incoming tickets, and ensure timely responses and resolutions that meet or exceed defined SLAs.
• ​Cross-Functional Collaboration: Partner closely with R&D and Product to escalate and prioritize bugs, feature requests (FRs), and UX improvements—acting as the customer advocate throughout.
• ​Communication & Tracking: Provide clear, consistent updates to customers. Own key support KPIs such as time-to-response, resolution rate, and customer satisfaction; identify patterns and opportunities for process improvement.
• ​Documentation & Enablement: Create and continuously improve self-service resources (FAQs, how-to guides) to empower customers. Assist in delivering training sessions, onboarding materials, and support for customer education initiatives.
• ​Process Optimization: Identify bottlenecks in support workflows and drive solutions that improve speed, quality, and efficiency.

​Required Technical Requirements and Qualifications

​The role requires strong troubleshooting skills across fundamental web, networking, and data interaction technologies.

• ​Core Experience: 3–5 years of experience in customer-facing technical support, ideally in SaaS.
• ​Problem-Solving: Strong troubleshooting and problem-solving skills across web-based applications and integrations.
• ​Technical Protocols:
  • ​Familiarity with REST APIs.
  • ​Proficiency in networking concepts and protocols.
  • ​Proficiency in SQL.
• ​Tools & Debugging:
  • ​Experience in browser dev tools.
  • ​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.
• ​Soft Skills: Proficient in empathetic communication, with the ability to effectively translate technical issues into clear and understandable explanations for diverse audiences.