Technical Support Engineer

About the role

Cogent first Technical Support Engineer; remote US, no salary listed. Own enterprise cybersecurity SaaS support, build support processes, troubleshoot production integrations/logs/REST APIs/webhooks, use AI for triage, and script in Python with SQL. 5+ years B2B SaaS support and metric/process scaling required; CrowdStrike/ServiceNow are bonus.

Requirements

• 5+ years technical support/customer-facing technical role at B2B SaaS
• Scaling support SLAs/escalations/tooling/metrics
• Hands-on AI-assisted support
• REST API/webhook/log troubleshooting
• Python scripting and SQL
• Support metrics improvement
• Executive and technical communication

What you'll do

• Own enterprise customer escalations
• Debug production environments using logs/APIs/integrations
• Write bug reports and implement small scripts/fixes
• Build support processes, knowledge base, reporting and onboarding

Where this was posted

• Hiring Cafe

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