Technical Support Engineer

Sweet Security

13d•Remote

About The Position

Sweet Security is looking for a talented and hands-on Support Engineer to establish and lead their technical support function. As a Support Engineer at Sweet Security, you will play a key role in building the foundation for how they support their customers, shaping processes, tools, and best practices from day one. This is an individual contributor role that combines deep technical expertise with customer-facing responsibilities. You will act as the first line of technical expertise, troubleshooting complex issues, collaborating with engineering, product, and customer success teams, and ensuring customers get the most value from their deployment. This role is ideal for someone passionate about cloud technologies, who loves solving customer problems, and wants to take full ownership of a high-impact function in a fast-paced, collaborative environment within the cybersecurity industry.

Requirements

3+ years of experience in a Tier2/3/4 technical support, or 3+ years System/Post Sale/Production engineer role, preferably in a SaaS or cybersecurity company.
Strong knowledge of cloud environments (AWS, Azure, or Google Cloud).
Familiarity with containerized environments (Docker, Kubernetes).
Hands-on experience with Linux systems and troubleshooting.
Understanding of networking, routing, and security concepts.
Knowledge with at least one automation/programming language (Python, Bash, golang, etc).
Strong communication and interpersonal skills with a customer-first mindset.
Excellent analytical and problem-solving skills with attention to detail.
Ability to thrive in a fast-paced, dynamic startup environment.

Responsibilities

Serve as the primary point of contact for customers, providing timely and effective technical support.
Diagnose, troubleshoot, and resolve technical issues across cloud, containerized, and network environments.
Collaborate with engineering and product teams to reproduce, investigate, and escalate complex issues.
Guide customers through setup, configuration, and best practices for using Sweet Security’s platform.
Document technical issues, solutions, and processes to improve internal knowledge and customer experience.
Identify recurring problems and contribute to proactive solutions and product improvements.
Maintain a high level of customer satisfaction through clear communication and problem ownership.