Support Engineer

OX Security is hiring a Support Engineer to take ownership of customer success and issue resolution in our SaaS and on-premises deployments. This role is ideal for someone with a strong technical background who enjoys problem-solving, communicating with customers, and working across engineering and DevOps teams to deliver solutions that work reliably in enterprise-controlled environments.

As a Support Engineer, you will be the technical front line for our customers, helping them deploy, debug, and maintain our software in diverse infrastructure setups.

Responsibilities:

• Serve as the primary technical contact for customers, handling incidents and inquiries related to deployment, configuration, and performance.
• Diagnose and resolve product issues related to connectivity, services, database behavior within complex customer environments.
• Guide customers through initial setup and upgrades, ensuring smooth rollouts and minimal disruption.
• Work closely with R&D to triage bugs, log reproducible cases, and suggest improvements based on field experience.
• Improve observability, documentation, and deployment tooling.
• Provide feedback to internal teams about common customer challenges and edge case configurations.
• Build scripts, guides, and internal tools to automate repetitive support tasks and empower customer-facing teams.
  
  

• 3+ years of experience in a technical support or DevOps/SRE/implementation role, ideally supporting enterprise software.
• Solid understanding of Linux-based systems, networking, containers, and Kubernetes.
• Hands-on experience deploying and maintaining applications in on-prem environments.
• Strong ability to analyze logs, trace errors, and resolve performance or access issues.
• Experience with Node.js-based systems is a plus.
• Excellent interpersonal and communication skills, both with technical and non-technical stakeholders.
• Comfort in managing multiple priorities in a fast-paced, customer-driven environment