L1 Technical Support Engineer
Virtual Vocations Inc
Working remotely, the full-time L1 Technical Support Engineer will serve as a trusted advisor for enterprise customers, managing inbound support tickets, troubleshooting complex technical issues, and collaborating with engineering teams to enhance product functionality in the cybersecurity space. Key responsibilities Own and resolve inbound support tickets related to configuration, API questions, and threat investigations Deliver timely updates and root cause analyses to build customer trust and confidence Create and maintain knowledge base documentation to improve customer self-service and case deflection Required qualifications 4+ years of experience in technical support within cybersecurity, SaaS, or enterprise technology environments Strong understanding of email security concepts and modern cloud/SaaS ecosystems Experience troubleshooting APIs and enterprise platform configurations Ability to analyze logs and collaborate cross-functionally to resolve issues Familiarity with tools like Salesforce, Jira, and Confluence
Vacancy posted 5 days ago
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