Technical Support Engineer, Truffle Security
$102-120k
Software for identifying and remediating leaked sensitive information
Open for applications
Software for identifying and remediating leaked sensitive information
21-100 employees
Open for applications
$102-120k
21-100 employees
Company mission
Truffle Security's mission is to build robust and intelligent software that helps you protect your information.
Role
Who you are
- We are looking for a Technical Support Engineer who thrives on problem-solving, enjoys working with customers and collaborating with engineers to tackle technical issues to resolution
- 2+ years of prior experience in customer support; technical support experience in a SaaS or security-focused environment is a strong plus
- Familiarity with Python or other programming languages, with a technical background to effectively understand logs and navigate the code base
- Strong written and verbal communication skills, with the ability to empathize with customers and convey technical concepts clearly
- Attention to detail, ensuring that no ticket or issue falls through the cracks
- Experience managing customer relationships across different geographies
- Passionate about continuous learning - no one is expected to know everything on day 1
Desirable
- Experience with Go, or willingness to learn it
What the job involves
- In this role, you’ll be the critical link between our customers and our engineering team, to ensure issues are investigated and resolved efficiently, while maintaining an exceptional customer experience
- This customer-facing role will serve as the first point of contact when an issue arises and the final point of contact once the issue is resolved
- Along the way, you'll contribute to improving internal and external documentation, testing, and enhancing our communication processes
- You’ll collaborate closely with a diverse set of teams such as Engineering, Product, Customer Success, and Sales to gain a broader understanding of the business, with opportunities for growth as you develop in the role
- Digging in to our customer’s technical issues, triaging customer helpdesk tickets
- Own the end-to-end resolution process or escalate to the engineering team when needed, ensuring follow-through to closure
- Evaluate the severity and priority of tickets based on customer context and urgency
- Respond to tickets within defined SLAs, such as a 24-hour turnaround for urgent issues
- Communicate effectively with customers to gather details, discuss resolutions, and provide a seamless experience
- Enhance internal and external documentation to clarify processes and solutions
- Participate in on-call duties to support customers across time zones
- Act as the voice of the customer by sharing feedback and feature requests with the product and engineering teams
Our take
Data breaches can be detrimental to companies, particularly when they regard the leaking of sensitive data such as private keys and login credentials. However, such breaches are common and can be difficult to identify due to the vast range of platforms and SaaS' that modern businesses use, often resulting in leaks only being identified when it's too late to prevent.
Truffle Security provides a software tool named TruffleHog that identifies and remediates sensitive information that has leaked within a business's digital infrastructure, running scans automatically to catch vulnerable data before it leaks. The software integrates within major SaaS platforms such as Slack, AWS, Gmail, and Github, also offering bespoke integration services for unique business infrastructures.
Whilst many cybersecurity platforms can identify the source of data leaks early to minimize their impact, Truffle Security has recognized that this is often too little too late. By constantly scanning business environments behind the scenes, the company shows great potential to disrupt the data protection market by completely preventing data leaks and thus removing the need for recovery specialists.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (1 round)
Dec 2021
$15m
SERIES A
Total funding: $15m
Company benefits
- Commitment to building a culture of mentorship, equity, and psychological safety
- Competitive compensation and equity package
- 401(k) with 6% company match
- Flexible paid time off (including 3 weeks required time off to recharge)
- Medical, dental, and vision coverage for employees & dependents
- Health & wellness stipend
- Remote work stipend
- Learning & development stipend
- Company off-sites! (We’re 100% remote with no office, but won’t let that stop us from working closely together.)
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Dylan Ayrey
(CEO & Co-founder)Experience as Senior Security Partner for Netflix.
Dustin Decker
(Co-founder)Experience as Application Security Engineer for Indeed.com from 2015 to 2018. Senior Security Engineer for Cruise from 2018 to 2021.
Julian Dunning
(Co-founder)Experience as Principal Security Engineer for Praetorian from 2014 to 2018. Senior Offensive Security Engineer Lead for Cruise from 2018 to 2021.
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