Mid-Level Technical Support Engineer - Remote

About the Role

We are looking for a Mid-Level Technical Support Engineer to join our team at Exabeam. This Technical Support Engineer remote position offers you the opportunity to work with cutting-edge cybersecurity technology while providing exceptional support to our customers. As a key member of our support team, you will play a vital role in ensuring that our clients can effectively utilize Exabeam's security solutions.

What You'll Do

• Provide technical troubleshooting and resolution for customer issues across Exabeam’s on-premise and cloud-native security platforms.
• Own support cases end-to-end, including investigation, documentation, customer communication, and follow-through to resolution.
• Analyze logs, configurations, and system behavior to identify root causes and recommend solutions or workarounds.
• Communicate clearly and professionally with customers, providing timely updates and managing expectations.
• Escalate issues appropriately to senior engineers or Engineering teams with clear summaries and supporting evidence.
• Contribute to internal knowledge bases and documentation to improve team efficiency and consistency.

Requirements

• 1–3 years of experience in a Technical Support, Helpdesk, NOC, or Customer Support Engineering role supporting enterprise software.
• Strong troubleshooting fundamentals and a structured, methodical approach to problem-solving.
• Good written and verbal communication skills, with the ability to explain technical issues clearly.
• Ability to manage multiple cases and priorities in a ticket-based support environment.
• Willingness to learn and support both on-premise and cloud-native architectures.

Nice to Have

• Experience with cybersecurity tools or platforms.
• Familiarity with cloud services and architectures.
• Knowledge of scripting languages for automation.

What We Offer

• At Exabeam, we actively encourage growth and skill development.
• Gain hands-on experience supporting modern security platforms.
• Learn from experienced engineers and subject-matter experts.
• Opportunities to progress and broaden your impact within the support organization.
• Flexible work environment with a focus on work-life balance.