Sr. Technical Support Engineer

OverviewJoin to apply for the Sr. Technical Support Engineer role at Seraphic SecurityThe browser has become the main productivity tool for employees due to driving trends like working remotely, BYOD, and web‑based SaaS applications. At Seraphic, we are revolutionizing browser security. Our patent‑pending technology offers unmatched protection against zero‑day attacks, phishing, and malicious downloads. By operating at the core of the browser, we provide comprehensive visibility and control, preventing data loss and leakage.Why Seraphic?Seamless Access: Browse internal sites and private applications directly from your browser without a VPN or a remote desktopInnovative Environment: Be part of a team leading the cybersecurity frontier shaping the modern solutions impacting billions of usersChallenging Technologies: Engage with a rich SaaS app, high‑scale backend processing millions of requests, and a core networking solution, all with the highest level of securityInnovation and Leadership: Leverage our patented technology and leadership recognition, such as Frost & Sullivan's 2024 Enabling Technology Leadership Award for Global Zero Trust Browser SecurityCollaboration and Team: Work with industry experts in a collaborative environment to solve complex problemsThis is an exciting opportunity to join a fast‑growing start‑up company, consisting of talented team players, with the best‑of‑breed solution revolutionizing browser security. Join us in shaping the future of secure browsingWhat You'll DoOwn L1/L2/L3 tickets and escalations end‑to‑end: triage, reproduce, root‑cause, and drive resolution for complex issues across browsers, operating systems, and SaaS applicationsServe as the Directly Responsible Individual (DRI) for customer tickets — own complex issues, lead real‑time incident management, and ensure clear, timely resolution with high customer satisfactionProviding expert support to enterprise customers and ensuring 24/7 business continuity for mission‑critical systemsUnblock critical POCs: reproduce blockers, craft workarounds, validate fixes, and accelerate hotfix or patch delivery with R&DBuild and improve internal tools and automation to speed triage and simplify diagnostics with clear, actionable runbooksCollaborate closely with Engineering teams to reproduce complex issues, validate fixes, and ensure smooth, high‑quality releasesRequirements4+ years in Technical Support, Escalations, or a similar hands‑on, customer‑facing engineering role (cybersecurity, endpoint, or networking background a plus)Experience in troubleshooting across Windows, macOS, or Linux, using browser DevTools/HARFamiliar with core web and network concepts like HTTP(S) and TLSFamiliar with log analysis, network traces (Wireshark, tcpdump), and command‑line utilities (e.g. curl)Curiosity and confidence learning new tools quicklyExperience with ticketing tools such as Jira, Zendesk, and ConfluenceCalm under pressure, proactive in resolving issues, and collaborative with Engineering, Product, and Customer Success teamsCurious, adaptable, and comfortable navigating fast‑paced startup environments where priorities shift and you can make a visible impactParticipate in a rotating on‑call schedule as part of a global follow‑the‑sun support teamNice to haveFamiliarity with enterprise identity (SAML/OIDC/OAuth2) or endpoint management tools like Intune, Jamf, or SCCMExposure to SaaS or cloud environments (AWS, GCP, Azure)Experience with browser security, SSE/SWG/CASB/ZTNA, or EDR platformsCertifications such as Security+, Network+, AWS/GCP Associate, or CCNASan Francisco, CA $118,000.00-$147,500.00 #J-18808-Ljbffr