Remote Product Support Engineer

Description:

• Material Security is seeking a Product Support Engineer to serve as the front-line connection between customers and the engineering & product teams.
• The role involves investigating customer-reported issues, connecting symptoms to root causes across the UI, data layer, and backend systems.
• Responsibilities include investigating, triaging, and prioritizing complex technical issues, often requiring coordination across engineering, product, and customer-facing teams.
• The engineer will use SQL, GCP Logs Explorer, Chrome developer tools, and other tools to debug issues at the code and infrastructure level.
• Managing a queue of tickets while staying organized and meeting SLA targets (Time to First Response, Time to Resolution) is essential.
• The engineer will bridge the gap between customers and internal teams by providing clear, contextual insights into issues.
• A deep understanding of the product from both a UX and system-level perspective is required.
• Clear and asynchronous communication with customers, including occasional video calls and screenshares, is expected.
• The engineer will own customer communication during incidents and outages, building trust and ensuring transparency.
• Contributing to detailed technical documentation—both internal and customer-facing—using written, video, and visual formats is part of the role.
• The engineer will help evolve the customer experience and influence how support is delivered and scaled.
• The position requires being the technical lead for the Eastern Time Zone business hours where most global time-shifts overlap.

Requirements:

• A minimum of 5 years of experience in technical customer-facing roles in SaaS environments is required.
• Proficiency in SQL and familiarity with tools like Splunk, Chrome developer tools, Postman, and modern debugging workflows is necessary.
• The candidate should be able to connect UI issues to backend code, with bonus points for experience with Typescript.
• Demonstrated experience and proficiency in supporting an API is required.
• Past experience working within ticketing systems and managing a queue of tickets is essential.
• Excellent written and verbal communication skills, particularly in asynchronous channels, are necessary.
• Strong technical writing and video/screen capture skills to build scalable help materials are required.
• A growth mindset and excitement about defining and scaling the support model with quality are important.
• Collaboration experience with Engineering, Product, Support, and Customer Success teams to resolve complex technical issues is needed.
• Willingness to participate in on-call rotations for incident triage is required.
• A keen interest in email deliverability and security protocols, as well as email threat detection and response, is preferred.

Benefits:

• Material Security offers a remote-first workplace with an office in San Francisco, California.
• The projected base salary range for this position is $128,000-$142,000 per year, which is one component of the total compensation package.
• The company is committed to creating an inclusive environment and celebrates diversity among its employees.
• Material Security is an equal opportunity employer and does not discriminate based on any legally protected status.