Junior Support Engineer

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Spy Cloud is on a mission to make the internet a safer place by disrupting the criminal underground. Spy Cloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes Spy Cloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further!

The Associate/Jr. Support Engineer provides enterprise-level technical support to Spy Cloud customers and partners. You’ll troubleshoot technical issues, document findings, escalate when needed, and ensure customers receive timely, high-quality responses. This is a hands‑on role that offers growth into advanced integrations, security concepts, and API troubleshooting.

• Respond to customer cases via phone, email, and web tools, maintaining SLA adherence and clear communication.
• Participate in a 24x7 support rotation and follow escalation procedures for complex issues.
• Reproduce customer issues and document findings, including steps to reproduce and environment details.
• Troubleshoot technical issues with guidance, including SaaS platform configuration and basic API calls.
• Track and meet key support metrics, including first‑response time, time to resolution, and customer satisfaction.
• Share patterns, recurring issues, and suggested improvements with the support and product teams.
• Contribute to knowledge‑base articles and maintain accurate documentation for future reference.

• 1–3 years in a technical support or customer‑facing role (help desk, SaaS support, or similar).
• Basic understanding of internet technologies, REST APIs, and HTTP response codes.
• Comfortable using tools like Postman, cURL, or browser developer tools to inspect API requests and responses.
• Strong problem‑solving skills, organization, and ability to manage multiple cases simultaneously.
• Excellent written and verbal communication skills with a customer‑first mindset.

• Familiarity with authentication methods (OAuth, tokens, API keys).
• Exposure to JSON parsing or scripting in Python or JavaScript.
• Awareness of security concepts (HTTPS, encryption basics) and API workflows.
• Optional experience with SIEM/SOAR tools, Tines, Splunk, Active Directory, or Windows server environments.

Spy Cloud is not sponsoring visas at this time.

• 401(k) with Employer Contribution
• Health, Vision, and Dental Insurance
  • Health Savings Account (HSA) available with Employer Contribution
• Employer Paid Life, Short‑term, and Long‑term Disability Insurance
• Generous PTO Plan and 16 paid holidays per year

• Retirement Savings Plan with Employer Contribution
• Employer Provided Private Health Insurance and Healthcare Cashplan
• Employer Paid Life Insurance and Income Replacement
• Generous Holiday Plan and 14 paid holidays per year

At Spy Cloud, we are committed to working alongside individuals who are equally passionate about preventing cybercrime, regardless of their department or role. Guided by our core values in all business decisions, we prioritize unity in our mission and ensure all Spy Cloud employees have the support and benefits they need to stay focused on our goals. In addition to our engaging workspace in South Austin, flexible and remote‑friendly work options, and competitive salary package, we offer our employees a comprehensive benefits package that includes fairly detailed benefits listings above.

We are proud to be an Equal Employment Opportunity and affirmative action employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a…