At a Glance
• Technical Support Engineer role at a fast-growing data and application security company
• Be the technical expert that enterprise customers turn to when it matters most
• Remote-first — open to candidates across the West Coast of the USA
• Work at the intersection of cybersecurity, data protection, and enterprise application environments
• Base salary $110,000–$160,000 depending on experience
About Our Client
Ocho People are proud to be partnering with a high-growth cybersecurity business specialising in data and application security. Our client has built a platform that helps enterprise organisations discover, classify, and protect sensitive data across complex, distributed application environments — addressing one of the most urgent and fast-evolving challenges in enterprise security today. Trusted by security and engineering teams at leading organisations across North America, the business is scaling its customer success and support function to match a rapidly growing customer base. This is an environment where technical support is genuinely valued — Support Engineers work closely with product and engineering, have real influence on the roadmap, and are seen as a critical part of the customer experience.
The Role
This is a technically deep support role for someone who thrives on solving hard problems in complex enterprise environments. You will be the primary technical point of contact for enterprise customers experiencing issues with the platform, working across data security, application integration, cloud infrastructure, and API connectivity to diagnose and resolve incidents that require genuine engineering depth. You will work closely with product and engineering teams to escalate bugs, drive fixes, and feed customer insight back into the product — and your work will directly shape the customer experience for some of the most security-conscious organisations in the world. If you are energised by technical complexity, take pride in clear communication under pressure, and want to work at the cutting edge of data and application security, this role is a strong fit.
Key Responsibilities
• Serve as the primary technical point of contact for enterprise customers, owning issues through to resolution across Tier 2 and Tier 3 support
• Diagnose and resolve complex technical issues spanning the platform, customer cloud environments, application integrations, and API connectivity
• Investigate data security and application security incidents, using log analysis, packet inspection, and environment-level debugging to identify root cause
• Reproduce customer issues in lab environments and document detailed findings for escalation to engineering and product teams
• Manage and prioritise a concurrent queue of open cases, maintaining accurate records and proactive communication with customers throughout
• Collaborate closely with product and engineering to escalate confirmed defects, track fixes, and ensure timely resolution for affected customers
• Produce clear, accurate technical documentation including root cause analyses, workarounds, and knowledge base articles
• Support enterprise customers through onboarding and deployment, helping them integrate the platform effectively into their security architecture
• Identify patterns across support cases and proactively surface product improvement opportunities to the engineering and product teams
What You’ll Need
Essential
• 3+ years’ experience in a Technical Support Engineer, Support Engineer, or similar customer-facing technical role within cybersecurity or enterprise software
• Strong understanding of data security or application security concepts — data classification, DLP, API security, identity, or access controls
• Hands-on experience troubleshooting in cloud environments — AWS, GCP, or Azure — including networking, IAM, and logging
• Comfortable working with REST APIs, reading API documentation, and diagnosing integration and authentication failures
• Proficiency with log analysis and diagnostic tooling — able to read and interpret application logs, system events, and network traces
• Scripting ability in Python, Bash, or similar for diagnostic tasks and workflow automation
• Excellent written and verbal communication — able to convey complex technical findings clearly to both engineering and non-technical audiences
• Right to work in the USA without restriction; West Coast timezone alignment required
Desirable / Nice to Have
• Experience supporting a data security, DSPM, DAM, or application security product in an enterprise environment
• Familiarity with database technologies and SQL — able to query and interpret data to support investigations
• Knowledge of compliance and regulatory frameworks relevant to data security — GDPR, CCPA, PCI-DSS, HIPAA, or SOC 2
• Relevant certifications such as CompTIA Security+, AWS Security Specialty, or CISSP
Why Apply?
• Base salary $110,000–$160,000 depending on experience
• Fully remote — work from anywhere on the West Coast with flexible hours
• 20 days PTO plus federal holidays, increasing with tenure
• Comprehensive medical, dental, and vision coverage; 401(k) with company match
• Technical support is genuinely valued here — you will have a direct line to product and engineering, not a ticketing queue in a vacuum
• Work at the cutting edge of data and application security with some of the most security-conscious enterprise customers in the market
• Clear progression path into Senior Support Engineer, Solutions Engineering, or Customer Success Engineering
How to Apply
Connect with your Ocho People consultant on LinkedIn or submit your CV via the link below. All applications are treated in the strictest confidence.
