OverviewTechnical Support Engineer at CybSafe, within the Engineering and 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 and 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

LocationLocation: London, England, United Kingdom

Seniority levelEntry level

Employment typeFull-time

Job functionInformation Technology

IndustriesIT System Training and Support

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