Technical Support Engineer

Role overview

Zafran Security is hiring a technically strong, customer-focused Support Engineer to serve as the first point of contact for customers. In this position, you will handle support cases with speed, empathy, and accuracy while making sure customers get clear and useful help.

You will also represent the customer internally by working closely with Product and R&D teams to bring forward bugs, feature ideas, and product feedback. In addition, you will help build and improve support content, contribute to onboarding and training efforts, and look for ways to make support operations more efficient.

This opportunity is well suited to someone who enjoys solving problems, works well in a fast-moving SaaS setting, and is motivated by helping customers succeed through high-quality support.

About Zafran

Zafran’s mission is to stop vulnerabilities from being exploited everywhere. The company helps reduce risk by quickly lowering exposure across hybrid environments and using existing security tools to focus remediation efforts on the vulnerabilities most likely to be exploited.

The company is supported by Sequoia Capital and Cyberstarts, and is growing rapidly to serve advanced, security-focused organizations. The team values meaningful work, energetic colleagues, and a culture that combines hard work with enjoyment.

What you will do

• Handle the technical support queue, reviewing incoming tickets and inquiries and responding within required service levels.
• Work with Product and R&D to raise, prioritize, and follow through on bugs, feature requests, and product usability improvements.
• Keep customers informed with regular, clear updates on issue status and request progress.
• Develop and refine self-service help materials such as FAQs, step-by-step guides, and troubleshooting articles.
• Monitor support performance indicators including response time, resolution outcomes, and customer satisfaction, and use the data to improve processes.
• Support onboarding, training, and customer education activities.
• Spot inefficiencies in the support workflow and help implement changes that improve speed, quality, and overall effectiveness.

Requirements

• 3 to 5 years of experience in a customer-facing technical support or support engineering role, preferably in a SaaS environment.
• Strong analytical and troubleshooting ability across web applications and integrations.
• Working knowledge of REST APIs.
• Solid understanding of networking concepts and protocols.
• Hands-on experience with browser developer tools.
• Proficiency in SQL.
• Excellent empathetic communication skills, with the ability to explain technical issues in simple terms for different audiences.
• Experience using ticketing platforms such as Zendesk or Jira, and knowledge base tools such as Notion or Confluence.
• Familiarity with Kibana is an added advantage.
• Scripting experience is a plus.

Benefits and perks

• Flexible paid time off.
• Medical, dental, and vision insurance coverage.
• Monthly phone and internet stipend.
• 401(k) plan.
• Flexible spending account.
• Home office stipend at the time of joining.
• Access to frontier AI models, including Claude, to help employees work faster and smarter.

Additional information

Zafran values a diverse workforce and is an equal opportunity employer. The company welcomes applicants of all backgrounds, including those of different race, religion, gender, gender identity or expression, sexual orientation, age, disability, national origin, and veteran status. What matters most is the contribution you bring to the team.

The team is looking for someone who is curious, positive, and proactive.