Sr. Technical Support Engineer

Description The browser has become the main productivity tool for employees due to driving trends like working remotely, BYOD, and web-based SaaS applications. At Seraphic, we are revolutionizing browser security. Our patent-pending technology offers unmatched protection against zero-day attacks, phishing, and malicious downloads. By operating at the core of the browser, we provide comprehensive visibility and control, preventing data loss and leakage. Why Seraphic? Seamless Access: Browse internal sites and private applications directly from your browser without a VPN or a remote desktop Innovative Environment: Be part of a team leading the cybersecurity frontier shaping the modern solutions impacting billions of users Challenging Technologies: Engage with a rich SaaS app, high-scale backend processing millions of requests, and a core networking solution, all with the highest level of security Innovation and Leadership: Leverage our patented technology and leadership recognition, such as Frost & Sullivan's 2024 Enabling Technology Leadership Award for Global Zero Trust Browser Security Collaboration and Team: Work with industry experts in a collaborative environment to solve complex problems This is an exciting opportunity to join a fast-growing start-up company, consisting of talented team players, with the best-of-breed solution revolutionizing browser security. Join us in shaping the future of secure browsing! As a Senior Technical Support Engineer, you’ll play a pivotal role in delivering an exceptional customer experience while tackling some of the most challenging technical issues in enterprise browser security. You’ll own the full ticket lifecycle, customer escalations, complex troubleshooting, and urgent POC issues where you need to deep-diving across browsers, operating systems, identity platforms, and network layers to reproduce hard problems, drive root cause, and work closely with Engineering. This is a fast-paced, collaborative environment where strong communication, ownership, and cross-functional partnership are key. Expect meaningful impact as you join a truly global team, collaborating closely with our EMEA counterparts in a 24/7 follow-the-sun model.

What You'll Do:

Own L1/L2/L3 tickets and escalations end-to-end: triage, reproduce, root-cause, and drive resolution for complex issues across browsers, operating systems, and SaaS applications Serve as the Directly Responsible Individual (DRI) for customer tickets — own complex issues, lead real-time incident management, and ensure clear, timely resolution with high customer satisfaction Providing expert support to enterprise customers and ensuring 24/7 business continuity for mission-critical systems Unblock critical POCs: reproduce blockers, craft workarounds, validate fixes, and accelerate hotfix or patch delivery with R&D Build and improve internal tools and automation to speed triage and simplify diagnostics with clear, actionable runbooks Collaborate closely with Engineering teams to reproduce complex issues, validate fixes, and ensure smooth, high-quality releases

Requirements

What You’ll bring with you:

4+ years in Technical Support, Escalations, or a similar hands-on, customer-facing engineering role (cybersecurity, endpoint, or networking background a plus) Experience in troubleshooting across Windows, macOS, or Linux, using browser DevTools/HAR Familiar with core web and network concepts like HTTP(S) and TLS Familiar with log analysis, network traces (Wireshark, tcpdump), and command-line utilities (e.g. curl) Curiosity and confidence learning new tools quickly Experience with ticketing tools such as: Jira, Zendesk, and Confluence Calm under pressure, proactive in resolving issues, and collaborative with Engineering, Product, and Customer Success teams Curious, adaptable, and comfortable navigating fast-paced startup environments where priorities shift and you can make a visible impact Participate in a rotating on-call schedule as part of a global follow-the-sun support team

Nice to have but not a must:

Familiarity with enterprise identity (SAML/OIDC/OAuth2) or endpoint management tools like Intune, Jamf, or SCCM Exposure to SaaS or cloud environments (AWS, GCP, Azure) Experience with browser security, SSE/SWG/CASB/ZTNA, or EDR platforms Certifications such as Security+, Network+, AWS/GCP Associate, or CCNA