{"id":836,"date":"2025-12-16T12:43:15","date_gmt":"2025-12-16T12:43:15","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&#038;p=836"},"modified":"2025-12-16T12:43:19","modified_gmt":"2025-12-16T12:43:19","slug":"technical-support-engineer-saas-cybersecurity-vulnerability-management-senior","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/technical-support-engineer-saas-cybersecurity-vulnerability-management-senior\/","title":{"rendered":"Technical Support Engineer \u2013 SaaS Cybersecurity\/Vulnerability Management (Senior)"},"content":{"rendered":"\n<p>\u200bThis is a full-time, <strong>Senior Technical Support Engineer<\/strong> 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&amp;D and Product teams.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Experience Required:<\/strong> <strong>3\u20135 years of experience<\/strong> in a customer-facing technical support or engineering support role, ideally in a <strong>SaaS environment<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Support Tier:<\/strong> Senior-level, focusing on timely, empathetic, and effective responses to technical inquiries.<\/li>\n\n\n\n<li>\u200b<strong>Focus:<\/strong> Troubleshooting issues related to web-based applications, networking, REST APIs, and SQL proficiency, all within a fast-paced cybersecurity context.<\/li>\n\n\n\n<li>\u200b<strong>Mission:<\/strong> To stop the exploitation of vulnerabilities everywhere.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u200bWhat You Will Do: Support Queue Management and Customer Advocacy<\/h2>\n\n\n\n<p>\u200bThe engineer will own the support experience from initial contact through resolution and will actively contribute to process and documentation improvement.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Queue Monitoring &amp; SLAs:<\/strong> <strong>Monitor the Technical Customer Support Queue<\/strong>, manage incoming tickets, and ensure timely responses and resolutions that meet or exceed defined <strong>SLAs<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Cross-Functional Collaboration:<\/strong> Partner closely with <strong>R&amp;D and Product<\/strong> to escalate and prioritize bugs, feature requests (FRs), and UX improvements\u2014acting as the <strong>customer advocate<\/strong> throughout.<\/li>\n\n\n\n<li>\u200b<strong>Communication &amp; Tracking:<\/strong> 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.<\/li>\n\n\n\n<li>\u200b<strong>Documentation &amp; Enablement:<\/strong> <strong>Create and continuously improve self-service resources<\/strong> (FAQs, how-to guides) to empower customers. Assist in delivering training sessions, onboarding materials, and support for customer education initiatives.<\/li>\n\n\n\n<li>\u200b<strong>Process Optimization:<\/strong> Identify bottlenecks in support workflows and drive solutions that improve speed, quality, and efficiency.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u200bRequired Technical Requirements and Qualifications<\/h2>\n\n\n\n<p>\u200bThe role requires strong troubleshooting skills across fundamental web, networking, and data interaction technologies.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Core Experience:<\/strong> <strong>3\u20135 years of experience<\/strong> in customer-facing technical support, ideally in SaaS.<\/li>\n\n\n\n<li>\u200b<strong>Problem-Solving:<\/strong> <strong>Strong troubleshooting and problem-solving skills<\/strong> across web-based applications and integrations.<\/li>\n\n\n\n<li>\u200b<strong>Technical Protocols:<\/strong>\n<ul class=\"wp-block-list\">\n<li>\u200bFamiliarity with <strong>REST APIs<\/strong>.<\/li>\n\n\n\n<li>\u200bProficiency in <strong>networking concepts and protocols<\/strong>.<\/li>\n\n\n\n<li>\u200bProficiency in <strong>SQL<\/strong>.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>\u200b<strong>Tools &amp; Debugging:<\/strong>\n<ul class=\"wp-block-list\">\n<li>\u200bExperience in <strong>browser dev tools<\/strong>.<\/li>\n\n\n\n<li>\u200bFamiliarity with ticketing systems (e.g., Zendesk, Jira) and knowledge base tools (e.g., Notion, Confluence).<\/li>\n\n\n\n<li>\u200bFamiliarity with <strong>Kibana<\/strong> is a plus.<\/li>\n\n\n\n<li>\u200b<strong>Scripting<\/strong> is a plus.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>\u200b<strong>Soft Skills:<\/strong> Proficient in <strong>empathetic communication<\/strong>, with the ability to effectively translate technical issues into clear and understandable explanations for diverse audiences.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\u200bThis 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&amp;D and Product teams. \u200bWhat [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[734,1098],"jobpost_job_type":[39],"jobpost_location":[],"jobpost_tag":[3836,3837,168,706,855,3834,1854,128,254,3835],"class_list":["post-836","jobpost","type-jobpost","status-publish","hentry","jobpost_category-support-service","jobpost_category-technical-services","jobpost_job_type-remote","jobpost_tag-3-5-years-experience","jobpost_tag-cybersecurity-vulnerability-management","jobpost_tag-networking","jobpost_tag-rest-api","jobpost_tag-saas","jobpost_tag-senior","jobpost_tag-sla-management","jobpost_tag-sql","jobpost_tag-technical-support-engineer","jobpost_tag-zafran"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/836","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=836"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=836"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=836"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=836"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=836"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}