Product Support Engineer, Material Security
$128-142k
Email & cloud office security
Be an early applicant
Email & cloud office security
21-100 employees
Be an early applicant
$128-142k
21-100 employees
Company mission
Their goal is resilience, and they build security that works (and works simply).
Role
Who you are
- Technical Acumen: 5+ years working in technical customer-facing roles in SaaS environments
- Debugging & Querying: Skilled in SQL, and familiar with tools like Splunk, Chrome developer tools, Postman, and modern debugging workflows
- Code Context: You can connect UI issues to backend code (bonus points for experience with Typescript)
- API Support: Demonstrated experience and proficiency in supporting an API
- Technical Product Support: Past experience working within ticketing systems and managing a queue of tickets
- Clear Communication: Excellent written and verbal communication, particularly in asynchronous channels
- Documentation & Enablement: Strong technical writing and video/screen capture skills to build scalable help materials
- Growth Mindset: You’re excited by the opportunity to help define our support model and scale it with quality
- Collaboration: You've worked closely with Engineering, Product, Support, and Customer Success teams to resolve complex technical issues
- On-Call Readiness: Willingness to participate in on-call rotations for incident triage
- Keen Interest: in email deliverability and security protocols, email threat detection and response
What the job involves
- Material Security is looking for a Product Support Engineer to be the front-line connection between our customers and our engineering & product teams
- You don’t just solve problems-you dive deep into customer-reported issues, connecting symptoms to root causes across the UI, data layer, and backend systems
- Your investigations are precise, your communication is thoughtful, and your instincts are grounded in empathy and engineering-level detail
- You are a key contributor to how we scale and grow the global Product Support team
- From creating internal knowledge-base documentation to onboarding other members of the team and doing QA on colleague’s tickets, you are a key contributor to how we scale and grow our global Product Support team and deliver an exceptional experience to every customer
- Investigate, triage and prioritize complex technical issues, often requiring coordination across engineering, product, and customer-facing teams
- Use SQL, GCP Logs Explorer, Chrome developer tools, and other tools to debug issues at the code and infrastructure level
- Manage a queue of tickets by staying organized and hitting SLA targets (Time to First Response, Time to Resolution)
- You bridge the gap between the customer and internal teams by offering clear, contextual insights into how and why issues occur
- Maintain a deep understanding of how the product works from both a UX and system-level perspective
- Communicate with customers clearly and asynchronously, with occasional video calls and screenshares as needed
- Own customer communication during incidents and outages, building trust and ensuring transparency
- Contribute to detailed technical documentation—both internal and customer-facing—using written, video, and visual formats
- You help evolve our customer experience as a key stakeholder by influencing how support is delivered and scaled - specifically you will shape how we onboard, enable and QA our global Support teams
- You are the technical lead for the Eastern Time Zone business hours where most global time-shifts overlap
Application process
- Deadline to Apply: September 5, 2025 at 6:00 AM GMT+1
Our take
Email hacks are a real and immediate threat for businesses. Material Security is setting out to solve this problem by protecting companies and their employees.
Material Security was founded following the 2016 election hacking scandal, tapping into widespread demand for more resilient email protection. The company is led by a team of experienced ex-Google and Dropbox managers, which has shaped its tech considerably. The company is now valued at over $1 billion, an impressive testament to the quality of its solutions.
Material Security's main challenge will be competing with rival security providers. However, given its unicorn status, the company is likely to scale even further in the coming years and is well poised to open up a significant market lead.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
May 2022
$100m
SERIES C
May 2021
$40m
SERIES B
Total funding: $162m
Company benefits
- Remote work flexibility
- Equity
- 100% coverage of Health, Dental, & Vision premiums for employees + dependents
- 401k plan
- Parental leave & fertility support
- Unlimited vacation policy
- Reimbursement for your dream home office
- Reimbursement for cell phone & internet
- Quarterly company offsites
- Secret & "totally a surprise" birthday treat
- Monday morning weekend updates
Company HQ
Centennial, Redwood City, CA
Leadership
Ryan Noon
(Co-Founder & Chairman)Worked as an Engineering Lead at Ayasdi, and founded Parastructure, which was acquired by Dropbox. Went onto serve as an Engineering Manager at Dropbox.
Abhishek Agrawal
(Co-Founder & CEO)Previously worked as a Software Development Engineer at Microsoft Office Labs, and was a Senior Product Manager at Dropbox.
Christopher Park
(Co-Founder & VP Engineering)Worked as a Senior Software Developer at Camstar Systems, and was a Software Engineer at Google and Parastructure. Joined Dropbox as an Engineering Manager.
Share this job
View 5 more jobs at Material Security