Material Security is hiring a Product Support Engineer to serve as the front-line connection between customers and our engineering and product teams. You will investigate complex technical issues, translate customer symptoms into root causes, and play a key role in scaling our global support function.
What You'll Do
- Investigate, triage, and prioritize complex technical issues, coordinating across engineering, product, and customer-facing teams.
- Manage a ticket queue with discipline, hitting SLA targets for Time to First Response and Time to Resolution.
- Bridge customer and internal teams by offering clear, contextual insights into how and why issues occur.
- Communicate with customers clearly and asynchronously, with occasional video calls and screenshares.
- Own customer communication during incidents and outages, building trust and ensuring transparency.
- Contribute to detailed technical documentation—both internal and customer-facing—using written, video, and visual formats.
- Help evolve our customer experience by influencing how support is delivered and scaled.
- Shape how we onboard, enable, and QA our global Support teams.
- Serve as the technical lead for the Eastern Time Zone business hours where most global time-shifts overlap.
What We're Looking For
- 5+ years working in technical customer-facing roles in SaaS environments.
- Skilled in SQL and familiar with tools like Splunk, Chrome developer tools, Postman, and modern debugging workflows.
- Demonstrated experience and proficiency in supporting an API.
- Past experience working within ticketing systems and managing a queue of tickets.
- Excellent written and verbal communication, particularly in asynchronous channels.
- Strong technical writing and video/screen capture skills to build scalable help materials.
- Worked closely with Engineering, Product, Support, and Customer Success teams to resolve complex technical issues.
- Willingness to participate in on-call rotations for incident triage.
Nice to Have
- Ability to connect UI issues to backend code (bonus points for experience with Typescript).
- Keen interest in email deliverability, security protocols, and email threat detection and response.
Technical Stack
- SQL
- GCP Logs Explorer
- Chrome developer tools
- Splunk
- Postman
- Typescript
Work Mode
This is a remote-first position.
