Technical Support Engineer

Exabeam • Broomfield, CO

7d • Remote

About The Position

The Technical Support Engineer I (TSE I) is an entry‑level support role; you will serve as an early point of technical support for Exabeam customers, learning how to systematically diagnose issues, apply documented solutions, and gather high‑quality diagnostic information for efficient escalation. You will develop core skills in troubleshooting, customer communication, and cybersecurity platform fundamentals while supporting real enterprise environments under close mentorship. This position is the starting point of the Technical Support Engineer career path, with a clear, supported progression into TSE II as skills and confidence grow.

Requirements

• Bachelor’s degree or equivalent experience in: Computer Science, Information Systems, Engineering, Cybersecurity, or a related technical discipline
• Demonstrated interest in technology and cybersecurity through coursework, labs, internships, certifications in progress, or personal projects.
• Foundational understanding of: Linux or Windows operating systems, Networking basics (TCP/IP, DNS, ports), Log files or system troubleshooting concepts
• Strong written and verbal communication skills.
• Curiosity, coachability, and a desire to learn complex systems.

Nice To Haves

• Exposure to IT support, helpdesk, SOC, or technical service environments.
• Coursework or lab exposure to SIEM, security analytics, or cloud platforms (AWS, Azure, GCP).
• Familiarity with scripting or query concepts (SQL, Python, Bash).
• Experience using ticketing or issue‑tracking tools.

Responsibilities

• Respond to customer support requests and manage assigned cases at lower severities (primarily Sev 4 and scoped Sev 3) under established SLAs and KPIs.
• Perform structured initial troubleshooting, including: Issue assessment and reproduction, Log, configuration, and environment data collection, Use of documented workflows and knowledge base articles.
• Clearly document findings, actions taken, and next steps in the case management system to enable effective collaboration and escalation.
• Communicate professionally and clearly with customers, accurate status updates and confirming outcomes or next actions.
• Learn Exabeam’s on‑premises and cloud‑native security platforms, including ingestion, parsing, analytics, and platform fundamentals.
• Apply troubleshooting principles developed through: Academic coursework, Labs and sandbox environments, Shadowing senior engineers on live customer cases.
• Follow established playbooks, runbooks, and SOPs.
• Recognize when an issue exceeds current skill scope and escalate with complete diagnostic context to senior engineers.
• Shadow and learn from TSE II and Senior TSEs during case reviews and escalations.
• Participate actively in onboarding programs, guided labs, and product training.
• Contribute to internal documentation and knowledge articles by capturing learnings and common resolutions as skills develop.
• Engage in team standups, case reviews, and learning sessions to build confidence and technical depth.
• Learn and consistently follow support processes, escalation policies, and communication standards.
• Demonstrate strong case hygiene, responsiveness, and ownership of assigned work.
• Actively seek feedback and incorporate coaching to accelerate development.

Benefits

• Structured learning path focused on building speed, consistency, and accuracy in resolving common customer issues.
• Opportunities to broaden skills and progress within the support organization.
• Support from experienced engineers, guides, and hands-on learning.
• Predictable schedules and work-life balance.
• Diversity, equity, and inclusion are at the core of who we are.
• A culture where all are welcomed, valued, and empowered to achieve their full potential.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level