Technical Support Engineer, Right-Hand
Risk management platform
Open for applications
Risk management platform
21-100 employees
Open for applications
21-100 employees
Company mission
To make employees more cyber resilient.
Role
Who you are
- 3+ years of technical support, systems administration, or DevOps experience
- Minimum 2 years of hands-on experience with cybersecurity tools and concepts (SIEM, EDR, Email Security, or similar)
- Proven experience supporting cloud platforms (Microsoft 365/Azure, Google Workspace, or equivalent)
- Working knowledge of API integration and troubleshooting API-related issues
- Experience with ticketing systems and customer support tools
- Strong understanding of cybersecurity fundamentals (threat detection, incident response, log analysis)
- Proficiency with at least one scripting language (Python, PowerShell, Bash, or JavaScript)
- Solid grasp of networking concepts (TCP/IP, DNS, SSL/TLS, firewalls)
- Experience reading and interpreting technical documentation, API docs, and logs
- Ability to work with command-line interfaces and debugging tools
- Understanding of authentication mechanisms (OAuth, SAML, MFA, API keys)
- Exceptional problem-solving abilities with a systematic approach to troubleshooting
- Strong verbal and written communication skills
- Patience and empathy when working with frustrated customers
- Ability to manage multiple priorities and work under deadlines
- Self-motivated with a strong commitment to continuous learning
- Team player who actively shares knowledge with colleagues
- Detail-oriented with strong documentation habits
What the job involves
- Customer Support & Troubleshooting:
- Provide first and second-level technical support to customers via phone, email, and video calls, demonstrating expertise and professionalism
- Diagnose and resolve customer issues related to platform integration, configuration, and functionality
- Engage in real-time debugging sessions with customers to identify root causes of problems
- Document all customer interactions, solutions, and known issues in our ticketing system
- Maintain detailed knowledge base articles for recurring issues and best practices
- Research & Documentation:
- Conduct independent research on integrated tools (SIEM, EDR, Email Security, O365, Azure, Google Workspace, Slack) by reading official documentation and release notes
- Analyze customer issues to identify patterns and potential product improvements
- Create technical documentation and guides for customers and internal teams
- Stay current with platform updates, API changes, and new features from integrated third-party tools
- Contribute to the internal wiki and documentation for knowledge sharing
- Technical Debugging & Problem Solving:
- Investigate complex integration issues between our platform and customer environments
- Use API documentation and log analysis to understand system behavior
- Collaborate with engineering teams to escalate bugs and develop workarounds
- Test and validate solutions before deploying to customers
- Provide post-resolution guidance to prevent similar issues
- Scripting & Automation:
- Develop and maintain scripts (Python, PowerShell, Bash, or similar) to automate customer data-related requests and fixes
- Create portal scripts and API calls to efficiently resolve customer data issues
- Build tools that streamline support processes and reduce resolution time
- Write clean, documented code that other team members can understand and maintain
- Contribute to automation initiatives that improve support efficiency
- Technical Communication:
- Translate complex technical concepts into clear, actionable guidance for customers of varying technical backgrounds
- Prepare technical summaries and recommendations for customers
- Participate in customer training sessions and webinars as needed
- Mentor junior support staff on troubleshooting methodologies and technical concepts
- Cloud & Integration Platforms:
- Microsoft 365 and/or Azure administration and troubleshooting
- Google Workspace configuration and management
- Slack integration and workspace administration
- Security Information and Event Management (SIEM) - Splunk, Elastic, ArcSight, or similar
- Endpoint Detection and Response (EDR) - CrowdStrike, Microsoft Defender, SentinelOne, or similar
- Email security platforms - Proofpoint, Mimecast, Microsoft Defender for Office 365, or similar
- Active Directory, Entra
Our take
All businesses and non-profit organizations face the risk of unexpected cyber threats, with over 80% of data breaches occurring due to employee error. Thus, risk management platforms are vital in providing businesses with protection from the possibility of long-term damage due to cybercrime.
Right-Hand is a risk management platform that offers a range of services to help businesses and organizations better manage possible cybersecurity risks. Through the use of machine learning, the platform analyzes vast amounts of data from various sources to identify any potential risks and vulnerabilities, in turn helping customers to spot and stop cyber security threats at first contact.
With a number of investment organizations backing the risk management platform, Right-Hand is in a prime position for further development. It has invested in expanding operations across the US and Asia-Pacific. It has also been accelerating platform development in order to keep up with the demand for its services.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Mar 2023
$5m
SERIES A
Mar 2020
$1m
SEED
Total funding: $6m
Company benefits
- Health Insurance
- Paid annual and medical leaves
- Flexibility in how and where you work
- Generous parental leave programs
Company HQ
Lewes Historic District, Lewes, DE
Leadership
Theo Nasser
(Co-Founder & CEO)Previously worked at FireEye as a Business Development Manager/Account Executive, and at SonicWall as a Sales Director.
Uzair A.
(CTO)Previously worked as the Head of Engineering/Information Security at Cialfo. Also an experienced Software Architect having worked at Active Neighbour and VenExel.
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