Technical Support Engineer

Description About IONIX IIONIX External Exposure Management protects enterprises’ external attack surface from cyber risks and increases security team efficiency by providing tools that shorten the time to discover and prioritize exposures. IONIX reduces the exploitable attack surface by discovering every internet-facing asset, assessing dependencies and connections, and validating exploitable risks to prioritize remediation of critical, impactful exposures. IONIX reduces alert fatigue, streamlines the process for resolving alerts and ensures that they reach the right team. Global leaders including BlackRock, Infosys, Sompo, The Telegraph and E.ON depend on IONIX for proactive management of their complex and dynamic attack surface. About The Position As a Technical Support Engineer, you’ll be the one making sure that all existing customers’ issues are properly and thoroughly handled by the various relevant stakeholders. You will be working at a fast-paced startup, servicing global enterprise clients worldwide and enjoying a diverse, dynamic culture, building next generation cyber security technology. Responsibilities - Lead investigation and resolution of complex technical issues, performing deep root cause analysis across application, network, security, and platform layers. - Use logs, APIs, telemetry, and AI-powered tools to troubleshoot product behavior and accelerate issue resolution. - Partner closely with R&D and Product teams to reproduce issues, validate fixes, document defects, and improve product quality. - Own critical customer escalations, driving communication, coordination, and timely resolution. - Participate in customer meetings to provide technical guidance, explain findings, and support resolution plans. - Act as a technical focal point for customers and internal teams on product, integration, and security-related topics. - Identify recurring issues and recommend improvements to product functionality, support processes, and automation. - Create and maintain knowledge base articles, troubleshooting guides, and technical documentation. - Support onboarding, training sessions, and knowledge sharing across teams. Requirements - 3+ years of experience supporting enterprise SaaS, cybersecurity, or cloud platforms. - Strong understanding of web and network security concepts. - Proven ability to perform deep technical investigations and drive issues to resolution. - Experience working directly with Engineering and Product teams on complex technical problems. - Hands-on experience with log analysis, APIs, troubleshooting, and system diagnostics. - Familiarity with AI-assisted troubleshooting or code analysis tools. - Strong understanding of SaaS architectures, integrations, and cloud environments. - Excellent communication skills and ability to explain technical concepts to diverse audiences. - Customer-focused mindset with strong ownership and prioritization skills. - Previous startup experience is required. - Fluency in English.