Technical Support Engineer
Description
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 manage our support queue, ensuring timely, empathetic, and effective responses to customer inquiries. You’ll act as the voice of the customer, collaborating closely with Product and Engineering 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.
You’ll become a go-to expert on how Zafran helps security teams slash noise, surface real risks, and take action—fast.
About Zafran
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. Backed by Sequoia and Cyberstarts. Zafran uses an agentless approach to reveal what is truly exploitable while reducing manual prioritization and remediation through automated response workflows.
What you will do
- Own the Customer Support Queue: Manage all incoming support tickets and inquiries through our helpdesk system, ensuring timely responses and resolutions that meet or exceed defined SLAs.
- Collaborate Cross-Functionally: Partner closely with Product and Engineering to escalate and prioritize bugs, feature requests, and UX improvements—acting as the customer advocate throughout.
- Customer Communication: Provide clear, consistent updates to customers on the progress of their requests, issues, and feedback.
- Build and Maintain Documentation: Create and continuously improve self-service resources like FAQs, how-to guides, and troubleshooting docs to empower customers and reduce ticket volume.
- Track and Report Metrics: Own key support KPIs such as time-to-response, resolution rate, and customer satisfaction; identify patterns and opportunities for process improvement.
- Enable Customer Success: Assist in delivering training sessions, onboarding materials, and support for customer education initiatives.
- Optimize Support Processes: Identify bottlenecks in support workflows and drive solutions that improve speed, quality, and efficiency.
Requirements
- 2–4 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.
- Empathetic communication skills—able to translate technical issues into clear explanations for all audiences.
- Familiarity with ticketing systems (e.g., Zendesk, Jira) and knowledge base tools (e.g., Notion, Confluence, HelpDocs).
- Basic technical proficiency in tools such as REST APIs, logs, browser dev tools, SQL, or scripting is a plus.
- A systems thinker with a knack for improving workflows and documenting processes.
- Bonus: Experience delivering customer training or building customer education content.
Apply for this position
