Product Support Engineer

Material Security is seeking a highly empathetic and detail-oriented Product Support Engineer. The right candidate excels at investigating complex problems and possesses excellent technical communication skills. As a Product Support Engineer, you will play a crucial role in improving our customer experience through your deep understanding of our product and your ability to effectively communicate and partner with Engineering, Product, and Design (EPD) to address customer-reported issues and drive overall product improvements.  

Responsibilities

• Conduct deep investigations of customer-reported issues, utilizing asynchronous communication methods as well as videoconferencing and screen sharing.

• Manage a queue of tickets by staying organized and hitting SLA targets (Time to First Response, Time to Resolution)

• Deliver an outstanding customer experience and maintain high CSAT metrics.

• Shape the future of the team and our company by helping us build new, effective and sustainable post-sales customer experiences.

• Effectively and efficiently communicate with our key customer stakeholders who primarily come from security engineering and compliance backgrounds.

• Connect UI observations to issues in the product code base, developing a strong understanding of how the product works.

• Write complex SQL queries and leverage logging tools like Sentry or Datadog to troubleshoot and diagnose product issues.

• Collaborate closely with our broader internal teams to effectively address customer issues and provide valuable insights for product and process improvement.

• Manage outbound customer communication during product incidents and outages.

What We’re Looking For

• 5+ years of professional experience as a security, product, support or analytics engineer working with complex SaaS applications successfully investigating/troubleshooting complex problems.

• A growth mindset.  You thrive in fast-paced environments and are excited about helping to shape the future of the Material customer experience.

• Effective communication skills with proven success influencing cross-functional teams.

• Excellent technical writing skills and ability to be clear and concise with customers.

• A willingness to participate in an on-call rotation for overnight and weekend issue triage

• Demonstrated technical experience:

  • A solid understanding of SQL and ability to write and interpret complex queries.

  • Proficiency in connecting UI observations to underlying code issues in Python and/or Typescript.

  • Demonstrated experience and proficiency in supporting an API. 

Nice to Have

• Familiarity with cyber-security industry best practices, Kubernetes, Single Sign-On

• Hands-on experience managing or deploying Google Cloud Services and MS365 environments/Exchange server.

• Experience on a small, remote distributed team.

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Material Security is a remote-first workplace with an office in San Francisco, California.

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Compensation at Material Security is determined by a range of factors, including but not limited to the individual’s particular combination of knowledge, skills, competencies, and experience. The projected compensation range for this position is $102,000 to $165,000