Support Engineer

Fable Security

7h•$120,000 - $160,000

About The Position

As Fable’s first Support Engineer, you will own the end-to-end technical support experience for our customers. You’ll serve as the primary technical point of contact post-sale, partnering closely with Technical Account Management, Sales Engineering, Product, and Engineering to ensure customers successfully deploy, adopt, and scale the Fable platform. You’ll troubleshoot complex issues, guide customers through integrations and implementation questions, and build the systems and processes that allow support to scale as we grow. This is a foundational role with significant visibility and impact across the company.

Requirements

2–5+ years in Technical Support, Support Engineering, Solutions Engineering, or a related customer-facing technical role in SaaS. Experience owning complex technical issues end-to-end.
Cybersecurity or Enterprise SaaS Exposure: Experience supporting security platforms, GRC tools, IT infrastructure, or data-driven SaaS products is strongly preferred.
Technical Fluency: Comfortable working with APIs, logs, JSON payloads, SSO (SAML/OIDC), and integration troubleshooting. Ability to navigate technical documentation and reproduce customer environments.
Startup Agility: Experience in early-stage (Seed–Series C) or high-growth environments. Comfortable building processes from scratch and operating with ambiguity.
Communication Excellence: Able to clearly translate technical findings into concise updates for both technical and non-technical stakeholders. Strong written documentation skills.
Ownership & Bias for Action: Self-starter who thrives in fast-paced environments, takes initiative, and is motivated by delivering exceptional customer outcomes.

Nice To Haves

Familiarity with SIEM, SOAR, IAM, or SAT platforms
Hands-on scripting experience (Python, JavaScript, or similar)
Experience with support tooling (Zendesk, Jira, Intercom)
Security certifications (Security+, CCSP, CCSK, CISSP)

Responsibilities

Customer Issue Resolution: Serve as the primary technical escalation point for customer issues. Investigate, reproduce, and resolve platform, integration, and data-related challenges with urgency and ownership.
Technical Troubleshooting & Root Cause Analysis: Analyze logs, APIs, configurations, and workflows to identify root causes. Partner with Engineering to validate fixes and ensure high-quality resolutions.
Integration & Implementation Support: Support customers with API integrations, SSO/SAML setup, data ingestion pipelines, and security tool ecosystem connections. Provide clear technical guidance and documentation.
Support Operations & Process Building: Establish ticketing workflows, SLAs, and escalation paths. Create scalable processes, knowledge base articles, and internal playbooks to reduce repeat issues and improve response times.
Cross-Functional Collaboration: Work closely with Technical Account Management and Sales Engineering during onboarding and expansion to ensure technical adoption and smooth handoffs.
Customer Insights & Product Feedback: Surface recurring issues, feature gaps, and field insights to Product and Engineering to influence roadmap prioritization and improve platform reliability.