We're seeking a seasoned Senior Technical Support Engineer with strong experience in cybersecurity products to take ownership of our customer support operations and deliver exceptional post-sales service for enterprise clients. This is a high-impact role in a fast-moving startup environment, ideal for someone with a solid technical foundation, a passion for problem-solving, and a proactive approach to customer success. Prior experience in enterprise software is essential, and cybersecurity domain knowledge is highly preferred. Customer Engagement . Act as a trusted technical advisor for enterprise customers using our cybersecurity solutions, managing escalations with professionalism and urgency. . Provide post-sales technical support, ensuring smooth deployment, configuration, and ongoing product optimization. . Build strong relationships with key stakeholders, ensuring issues are resolved efficiently and customer satisfaction remains high. . Collaborate cross-functionally with engineering and product teams to drive long-term solutions and product enhancements. Documentation & Article Management . Own the creation and maintenance of a comprehensive knowledge base, including critical product information, troubleshooting guides, and release documentation for cybersecurity products. . Ensure articles are clear, accurate, and up-to-date, supporting both internal teams and customers in resolving issues efficiently. . Work closely with product and engineering teams to capture key updates and translate technical changes into user-friendly documentation. Product Expertise & Troubleshooting . Develop deep technical understanding of our cybersecurity product architecture, features, and integrations through hands-on experience and collaboration with engineering teams. . Serve as a subject matter expert in diagnosing and resolving technical issues across diverse customer environments. . Stay up to date with product changes, releases, and known issues to ensure fast and accurate support. . 5+ years of experience in technical support or B2B customer-facing roles within the Cybersecurity, Software, or Operational Technology sectors. . Strong technical understanding of software products, with the ability to quickly grasp product architecture and troubleshoot issues. . Excellent communication and coordination skills with a customer-centric mindset. . Proven ability to manage multiple priorities and escalations independently in a fast-paced environment. . Experience working cross-functionally with engineering and product teams. . Familiarity with maintaining technical documentation and release notes using modern tools. . Fluent in English and Mandarin preferred. . Startup experience or regional expansion exposure. . Hands-on experience driving software integration into OEM or bundle offerings, including technical alignment, partner onboarding, and field enablement. . Background in building or supporting appliance-based or software-centric solutions, including hardware-software integration, release readiness, and compatibility validation. . Effective at tracking cross-functional project milestones, managing risks/requirements, and coordinating stakeholder updates to ensure successful delivery across OEM . Work with innovative products in the enterprise and cybersecurity domains. . A dynamic and collaborative startup team.
