Senior Technical Support Engineer - Cybersecurity SaaS

Intuition Machines·Remote(Poland)
Support
Excel

WFA Digital Insight

The demand for skilled technical support engineers in cybersecurity SaaS has skyrocketed, with the industry expected to grow by 25% in the next two years. Intuition Machines stands out for its innovative use of AI/ML in enterprise security products, and its commitment to rapid iteration and low overhead. As a senior technical support engineer, you'll need strong coding experience, proficiency in languages like Python and JavaScript, and a keen eye for problem-solving. With over 34% of companies now relying on remote teams, this fully remote position offers the chance to work with a global team and make a real impact on cybersecurity and user privacy. Before applying, consider how your skills align with the company's cutting-edge approach and be prepared to demonstrate your expertise in debugging and automation.

Job Description

About the Role

As a Senior Technical Support Engineer at Intuition Machines, you'll play a critical role in ensuring the smooth operation of the company's enterprise security products. You'll work closely with customers and engineering teams to troubleshoot complex technical issues, identify root causes, and implement effective solutions. The company's approach is centered around low overhead, small teams, and rapid iteration, allowing for a more agile and responsive approach to problem-solving. The role is fully remote, offering the flexibility to work from anywhere and collaborate with a global team. With a focus on AI/ML and cybersecurity, Intuition Machines is at the forefront of innovation in the industry, providing a unique opportunity for growth and development. The company's products, such as the hCaptcha security suite, serve hundreds of millions of people worldwide, making this role a chance to make a significant impact on a large scale.

What You Will Do

  • Troubleshoot complex backend and frontend issues for enterprise customers using your coding skills and knowledge of web security.
  • Collaborate with Engineering, Product, and Security teams to identify root causes of problems and develop effective solutions.
  • Apply your knowledge of web security, bot mitigation, and fraud prevention to support customers and improve product reliability.
  • Debug, prototype, or build small automation tools to help improve the product and customer experience.
  • Mentor other support engineers and contribute to the enhancement of team processes and documentation.
  • Build strong relationships with customers through clear, proactive communication and prompt issue resolution.
  • Participate in the review of code and contribute to the improvement of the product's overall quality and reliability.
  • Stay up-to-date with the latest developments in AI/ML, cybersecurity, and related technologies to continuously improve your skills and the company's products.

What We Are Looking For

  • 5+ years of experience in software engineering or technical support with a strong background in coding.
  • Proficiency in languages such as Python, JavaScript, HTML, and CSS.
  • Experience with distributed systems, web security, and large-scale applications.
  • Strong problem-solving skills and attention to detail, with the ability to analyze complex issues and develop effective solutions.
  • Excellent communication and collaboration skills, with the ability to work effectively with both customers and internal teams.
  • Familiarity with support systems, ticketing tools, or automation/scripting is a plus.
  • Strong understanding of AI/ML principles and their application in cybersecurity SaaS.

Nice to Have

  • Experience with tools like Grafana, SQL, ClickHouse, or Redash.
  • Knowledge of support systems and ticketing tools.
  • Experience in supporting enterprise clients and managing large-scale applications.

Benefits and Perks

  • Fully remote position with flexible working hours, allowing for a better work-life balance.
  • The opportunity to work with a global team and contribute to the development of cutting-edge cybersecurity products.
  • Access to modern development and deployment workflows, including the use of AI/ML tools.
  • High impact on the company's growth and success, with the potential for professional development and advancement.
  • Flat organization with direct interaction with customer teams, providing a more agile and responsive work environment.
  • Celebration of equality of opportunity and a commitment to creating an inclusive environment for all team members.
  • The chance to work on a product that serves hundreds of millions of people worldwide, making a significant impact on a large scale.

How to Stand Out

  • When applying, make sure to highlight your experience with coding languages like Python and JavaScript, as well as your knowledge of web security and AI/ML principles.
  • To stand out, showcase your problem-solving skills by providing specific examples of complex issues you've resolved in the past.
  • Prepare to demonstrate your understanding of AI/ML and its application in cybersecurity SaaS during the interview process.
  • Familiarize yourself with the company's products, such as the hCaptcha security suite, to show your interest and enthusiasm for the role.
  • During negotiations, consider discussing flexible working hours and professional development opportunities in addition to salary.
  • Be prepared to provide examples of your experience with support systems and ticketing tools, as well as your ability to work effectively with customers and internal teams.
  • Research the company culture and values to ensure alignment with your own goals and expectations, and be prepared to ask informed questions during the interview process.

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