Technical Support Engineer - London - CybSafe

    CybSafe
    CybSafe London

    2 days ago

    Description

    Overview


    Technical Support Engineer at CybSafe, within the Engineering & Data department, serves as a bridge between customers and product teams. You will troubleshoot complex issues, translate customer feedback into actionable insights for product development, maintain infrastructure, assist with application bug resolution, contribute to platform automation, and help advance the platform.

    Responsibilities

    • Provide advanced technical support for our global customer base, resolving complex issues. This includes:
      • Integration issues between our platform and customer systems
      • Writing and optimizing SQL queries to investigate data anomalies
      • Resolving SSO/SAML authentication issues with identity providers such as Entra ID, Okta and Google Workspace
    • Debug and resolve customer-reported software issues using systematic troubleshooting methodologies
    • Develop and maintain Python scripts to automate support workflows and diagnostic processes
    • Manage support tickets through Jira and Intercom with proper categorization and prioritization
    • Partner with Engineering teams to reproduce bugs and validate fixes
    • Create comprehensive technical documentation, runbooks and help articles
    • Analyze support metrics to identify trends and improvement opportunities
    • Develop self-service content to enhance customer experience

    Required Skills & Qualifications

    • Experience with ticket management systems (ideally both Jira and Intercom)
    • Familiarity with API testing and integration diagnostics
    • Familiarity with AWS CloudWatch for log diagnostics
    • Experience with PostgreSQL and MySQL database systems
    • Proficiency in Python scripting for automation and data analysis
    • Knowledge of networking fundamentals and debugging techniques
    • Ability to write clear technical documentation and procedural guides
    • Knowledge of email systems and protocols such as SMTP, DKIM, DMARC and SPF
    • Knowledge of Git and GitHub

    Desirable Experience

    • Exposure to Django REST framework
    • Familiarity with HubSpot CRM for customer relationship management
    • Experience with other cloud platforms and monitoring solutions (Azure and Sentry)
    • Experience working within a startup culture

    What We're Looking For

    • A proactive problem-solver who thrives in a fast-paced technical environment
    • Detail-oriented professional with exceptional analytical and debugging skills
    • Excellent communicator who can explain complex technical concepts clearly
    • Customer-focused individual with a passion for delivering exceptional service
    • Collaborative team player who works effectively across departments
    • Self-motivated learner committed to staying current with emerging technologies

    Location


    Location: London, England, United Kingdom

    Seniority level

    • Entry level

    Employment type

    • Full-time

    Job function

    • Information Technology

    Industries

    • IT System Training and Support
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