Technical Support & Integrations Engineer

Description We are seeking a motivated and tech-savvy Technical Support & Integrations Engineer to join our team. In this role, you will play a key part in supporting our MVP customers and internal field departments. You will bridge the gap between field operations, strategic clients, and our internal technical teams, collaborating closely with R&D and Product to handle technical escalations, assist with integration projects, and help optimize our support workflows. This is a fantastic opportunity for someone looking to grow their technical depth in integrations and scale with a fast-growing team. What You’ll Be Doing: Integration Support & Troubleshooting: Assist in managing the integration lifecycle. Help connect, implement, and troubleshoot data flows between our core platform and external SIEM/SOAR solutions to meet the needs of strategic clients. Escalation Management: Collaborate with field departments and Customer Success teams to resolve technical issues, providing responsive, high-touch guidance to our MVP customers. Ticket & Workflow Management: Manage and resolve incoming technical tickets efficiently using Zendesk (agent level), ensuring accurate documentation, tracking, and adherence to SLAs. Technical Troubleshooting: Investigate and diagnose system behavior by analyzing logs, metrics, and performance data to identify root causes for complex deployments. Field Tooling & Workarounds: Utilize, maintain, and help optimize internal scripts, documentation, and utilities to facilitate quick workarounds for the field team. Requirements Requirements: Experience: At least 1+ years with proven experience in a technical support, application support, or junior integration engineering role. Helpdesk Tools: Solid working knowledge of Zendesk at the agent level (ticketing, macros, views, and basic SLA tracking). Integration Concepts: Familiarity with APIs, webhooks, and data exchange formats like JSON and XML. Database Familiarity: Practical experience querying and troubleshooting databases, with exposure to SQL, MongoDB, or Elasticsearch. Basic Scripting: Ability to read, modify, or write basic scripts (e.g., Python, JavaScript) to help automate tasks or troubleshoot issues. Communication: Exceptional verbal and written communication skills in English; capable of translating technical details into clear, digestible language for MVP customers. Bonus Point: Experience working directly with SIEM, SOAR, or related cybersecurity technologies.