Senior Technical Support Engineer

The role

The Technical Support Engineer is a customer-facing role responsible for troubleshooting, supporting, and optimizing SaaS platforms and assisting with endpoint deployments. This person will resolve customer issues across SaaS apps, APIs, and integrations while supporting deployments via MDM and endpoint tools.

What you will do

• Resolve customer issues across SaaS apps, APIs, and integrations
• Troubleshoot Nightfall integrations across SaaS platforms
• Diagnose API issues including authentication, request/response errors, and data flow
• Support SIEM/SOAR integrations, webhooks, and automation workflows
• Troubleshoot endpoint deployments - MSI, PKG, macOS profiles, and scripts
• Support and troubleshoot deployments via MDM
• Collect and analyze logs across system, application, and security layers
• Create and maintain knowledge base content using KCS practices
• Support customer deployments and onboarding engagements
• Partner with Engineering and Product to diagnose issues and drive platform improvements

Required qualifications

• 4+ years of experience in a Technical Support, Technical Account Manager, or a similar SaaS role
• Hands-on experience with security or data platforms such as DLP, SIEM, SOAR, CASB, or cloud security solutions
• Strong troubleshooting skills and comfort working with APIs, integrations, logs, and SaaS/cloud architectures
• Experience with macOS and Windows systems and installing endpoints and extensions
• Knowledge of PowerShell, Bash, or command-line tools
• Experience with integrations, and endpoint troubleshooting
• Ability to analyze logs and perform root cause analysis
• Experience in not only solving problems for customers but educating them clearly
• The desire to spin up a Zoom call with a customer instead of direct-messaging
• Have a contagious drive for working with an exciting DLP product from its infancy

Nice to have

• Experience with AI/ML-driven security tools or data classification platforms
• Familiarity with AWS, GCP, or Azure environments
• Proven startup experience of being successful in a fast-moving environment
• Linux Knowledge

About the company

Nightfall is the AI-native, unified data loss prevention and insider risk management platform that protects sensitive data across SaaS apps, GenAI tools, email, endpoint devices, and more. The company is backed by leading VC firms including Bain Capital Ventures, Venrock, WestBridge Capital, and Pear VC.