Описание

CYE is looking for a Support Engineer to join their team and help customers get the most out of the Cye Platform. This hands-on technical role combines customer support, troubleshooting, platform administration, and automation. You’ll work closely with customers and internal R&D teams, investigate complex technical issues, and help turn recurring challenges into better products, integrations, and proactive support.

Responsibilities

Handle and resolve customer tickets (via Intercom) within SLA, in English, for customers worldwide
Leverage AI to handle repetitive tickets and build and maintain the support knowledge base that powers both the team and the AI agent
Act as a Cye Platform expert user and manage Cye Platform administration: account and user provisioning, licenses, permissions, and configuration, for customers and internal teams
Troubleshoot Cye Platform issues, including integrations with third-party security tools and cloud platforms (e.g. Microsoft Defender, CSPM, EDR): analyze logs and data, reproduce problems, and help automate recurring checks and fixes
Support customers through onboarding and help them get integrations live
Escalate to R&D with clear, reproducible reports; track issues through resolution and communicate status to customers and internal stakeholders
Identify recurring issues and feed product and monitoring improvements back to R&D, pushing toward proactive support

Requirements

1–2 years of experience in technical support, support engineering, or a similar customer-facing technical role, ideally in a B2B SaaS company
Strong troubleshooting methodology: you isolate problems, form hypotheses and verify them, and you do not stop at the workaround
Working knowledge of REST APIs, JSON, authentication methods (API keys, OAuth), and reading logs
Strong English communication skills, with the ability to explain technical issues clearly to both engineers and non-technical stakeholders
Ownership, customer empathy, and the ability to manage several open tickets in parallel
Scripting skills in Python and SQL for troubleshooting, data investigation, and automation
Knowledge of cybersecurity concepts (threats, vulnerabilities, risk management) and familiarity with security tools such as Microsoft Defender, CSPM, EDR, and SIEM
Hands-on experience with Azure and/or AWS: IAM, roles and permissions, core services (AZ-900, AWS Cloud Practitioner or higher)
Experience with integration and automation platforms (Workato, ServiceNow) or webhooks