We are looking for a Software Engineer to deliver excellent technical support for NetSPI products while helping enhance and modernize how support work gets done. This role sits at the intersection of customer support, software engineering, automation, and applied AI. This is an ideal position for someone who enjoys troubleshooting complex issues, partnering directly with customers and internal teams, writing software, and applying AI responsibly to practical business problems.
You will own issues end-to-end, from initial triage through resolution and follow-up, while collaborating with Product, Engineering, and Security teams to drive durable fixes and better customer outcomes. Our customers rely on our platform for critical security operations, so clear communication, strong technical judgment, disciplined execution, and customer empathy are foundational to how we work.
Responsibilities:- Provide technical support for NetSPI products, including issue triage, troubleshooting, root-cause analysis, reproduction, resolution, and follow-up.
- Partner with customers through tickets, meetings, and written communication to understand issues, diagnose behavior, guide next steps, and drive timely outcomes.
- Improve internal workflows by identifying repeatable, high toil tasks and implementing agentic and automated processes.
- Help structure and maintain a high-quality support knowledge base so humans and AI agents can reliably use it to deliver accurate and consistent customer support.
- Escalate product defects effectively, provide high-quality reproduction details, and collaborate with Engineering through resolution.
- Contribute to documentation patterns, prompt/task instructions, evaluation criteria, and guardrails that improve the safe and responsible use of support agents.
- Monitor support trends, identify recurring issues, and customer friction points, then recommend product, process, documentation, or agentic/automation tooling improvements and solutions.
- Contribute to incident response support and post-incident learning for customer-impacting events.
- Participate in code reviews, testing, and engineering practices appropriate for internal tools and agentic/automation work.
Our general tech stack: - Languages: Java, Python, Go, C#, TypeScript
- Infrastructure: AWS (ECS, EKS, Fargate, Lambda, S3, RDS Aurora)
You'll thrive here if you: - Take ownership and follow through on commitments.
- Communicate clearly with both technical and non-technical audiences.
- Enjoy solving complex problems and can stay calm under pressure.
- Balance urgency with quality and customer empathy.
- Prefer disciplined execution, durable fixes, and repeatable systems over heroics.
- Are curious about how systems work and use root-cause analysis to drive improvements.
- Look for opportunities to reduce manual work through software, automation and responsible AI use.
- Take initiative and look for ways to improve team workflows and customer outcomes.
Minimum Qualifications: - Bachelor's degree in computer science, information systems, cybersecurity, or a related field (or equivalent practical experience).
- Foundational software development experience in at least one modern programming language.
- Experience troubleshooting technical systems, either through technical support, solutions engineering, software engineering, QA, or a similar customer-facing technical role.
- Strong troubleshooting skills across web applications, APIs, authentication, and cloud-hosted platforms.
- Experience working with ticketing systems and support tooling.
- Strong written and verbal communication skills.
- Ability to work cross-functionally with Engineering, Product, and Customer teams.
Preferred Qualifications: - Experience supporting cybersecurity, SaaS, or security operations products.
- Familiarity with REST APIs, SQL, logs/observability tooling, and basic scripting.
- Experience implementing scripting, internal tooling, workflow automation, or AI/agent-assisted development.
- Exposure to agentic AI patterns, prompt design, retrieval-augmented generation, evaluation workflows, or AI safety/quality guardrails.
- Working knowledge of cloud environments (especially AWS) and containerized systems.
