Support Engineer

Your day-to-day

• Provide technical support and advanced-level troubleshooting to customers

• Triage complex customer service issues received through various customer service channels

• Maintain high customer satisfaction while managing operational expectations

• Become a product expert and maintain a deep understanding of product functionality

• Evaluate and analyze issues & their impact to resolve or escalate tickets as needed

• Identify trends in support requests to help create long-term solutions

Requirements

• Minimum 5 years of relevant experience as a technical support/support engineer or in a similar role

• Ability to navigate comfortably in Linux and Windows shells

• Extensive knowledge of PostgreSQL

• Knowledge of cloud computing platforms (Azure, AWS, etc) 

• Knowledge of an Intercom or similar ticketing system

• Understanding of B2B SaaS products, IT security, and data platforms

• Ability to translate intricate technical details to simple, understandable terms

• Strong interpersonal skills and ability to work with customers & cross-functional teams.

About Us
 
At Teramind, we're pioneering a predictive, AI-driven approach to safeguarding organizations' people, data, and operations. As a global leader in user behavior analytics, insider risk management, and workforce intelligence, we empower businesses to transform data into a strategic asset - delivering clear visibility, control, and proactive protection across digital environments.
 
We're open to hiring in just about every country in the world! Feel free to apply even if you don't live in the country listed in the job description.
 
Benefits
 
This is a remote job. Work from anywhere! We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.
 
Additionally:
 
• Competitive compensation
• Flexible paid time off
• Laptop reimbursement
• Ongoing training, development, and career growth opportunities
• We use an open stack of technologies, so you have the chance to learn and evolve
• High complexity of problems to solve, with active feature development - not just bugs & refactoring
• Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated. You can make an impact quickly.
 
About our recruitment process
 
We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story. You can expect up to 3 interviews, including a live coding component. In some scenarios, we’re able to streamline the process to have minimal rounds. Director-level roles and above should expect a more thorough process, with multiple rounds of interviews.
 
All roles require reference and background checks
 
Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.