Senior Technical Support Engineer - US

This is a Fully Remote Job
About Our Client:
This organization operates in the AI security and data protection industry, focusing on enabling enterprises to adopt AI technologies securely. It addresses the challenge of rapidly discovering and securing data within complex enterprise environments, providing essential AI trust infrastructure used by major corporations.
About the Opportunity:
The SENIOR TECHNICAL SUPPORT ENGINEER plays a critical role in resolving complex technical issues related to the organization's products. This position owns troubleshooting processes, drives issue resolution, and contributes to improving support quality and product feedback. The role is vital in ensuring customer satisfaction and operational excellence by serving as a key technical resource and advisor.
Responsibilities:
Investigate and resolve complex technical challenges in AI security and data management.
Manage support tickets from discovery through resolution as the primary technical authority.
Develop automation scripts and diagnostic tools to improve troubleshooting efficiency.
Collaborate with Product, Engineering, DevOps, and other teams to provide operational insights and root cause analyses.
Create and maintain technical documentation and runbooks to enhance team knowledge.
Integrate AI tools into troubleshooting workflows to accelerate case resolution.
Advocate for customers and maintain strong relationships with technical and executive stakeholders.
Mentor junior engineers on technical skills and support processes.
Requirements:
Bachelor’s degree in Computer Science, Information Systems, Cybersecurity, Engineering, or related field, or equivalent practical experience.
Minimum 5 years experience in technical support, escalation support, or customer-facing technical roles in SaaS or cybersecurity.
Proficiency in scripting languages such as Python, Bash, or PowerShell for automation.
Experience supporting Windows and macOS endpoints, including command-line installations and MDM deployments.
Knowledge of AV/EDR exclusions configuration for platforms like CrowdStrike and Microsoft Defender.
Understanding of networking fundamentals related to policy evaluation and endpoint-cloud communication.
Familiarity with DLP domains including USB, network shares, printing, clipboard, virtual drives, and AI-specific DLP policies.
Skills in debugging and forensics using logs, file paths, and scan results.
Awareness of AI agent/tool ecosystems relevant to endpoint protection.
Strong technical troubleshooting abilities, including log analysis, API inspection, SQL, and root cause documentation.
Experience with enterprise ticketing and escalation platforms such as Zendesk, ServiceNow, Jira, or Salesforce.
Excellent communication skills to convey technical information clearly.
Ability to work independently in ambiguous situations and manage workload effectively.
Willingness to participate in on-call rotation including off-hours as needed.
Pay Range and Compensation Package:
Compensation Range: $90,000 to $145,000, including potential incentives and equity as applicable.
Benefits & Perks:
Medical insurance
Dental insurance
401(k)
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Work arrangement
Yes