Senior Support Engineer

Job description

Sweet Security is looking for a talented and hands-on Support Engineer to establish and lead our technical support function. As the first Support Engineer at Sweet Security, you’ll play a key role in building the foundation for how we support our customers, shaping processes, tools, and best practices from day one. This is an individual contributor role that combines deep technical expertise with customer-facing problem solving.

You’ll act as the first line of technical expertise, troubleshooting complex issues, collaborating with engineering, product, and customer success teams, and ensuring our customers get the most value from their deployment.

If you’re passionate about cloud technologies, love solving customer problems, and want to take full ownership of a high-impact function in a fast-paced, collaborative environment, this is an incredible opportunity to grow your career in cybersecurity.

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Job requirements

• 5+ years of experience in a technical support, DevOps, or system engineering role, preferably in a SaaS or cybersecurity company.
• Strong knowledge of cloud environments (AWS, Azure, or Google Cloud).
• Hands-on experience with Linux systems and troubleshooting.
• Familiarity with containerized environments (Docker, Kubernetes).
• Basic understanding of networking, routing, and security concepts.
• Excellent analytical and problem-solving skills with attention to detail.
• Strong communication and interpersonal skills with a customer-first mindset.
• Ability to thrive in a fast-paced, dynamic startup environment.
• Fluent in written and spoken English.

Job responsibilities

• Serve as the primary point of contact for customers, providing timely and effective technical support.
• Diagnose, troubleshoot, and resolve technical issues across cloud, containerized, and network environments.
• Collaborate with engineering and product teams to reproduce, investigate, and escalate complex issues.
• Guide customers through setup, configuration, and best practices for using Sweet Security’s platform.
• Document technical issues, solutions, and processes to improve internal knowledge and customer experience.
• Identify recurring problems and contribute to proactive solutions and product improvements.
• Maintain a high level of customer satisfaction through clear communication and problem ownership.

Advantages

• Previous experience in cybersecurity or supporting security products.
• Familiarity with monitoring, logging, or ticketing systems (e.g., Jira, Zendesk, Datadog).
• Scripting knowledge (Python, Bash, or similar).