Remote Senior Software Support Engineer - Cybersecurity SaaS

Description:

• Intuition Machines is seeking a Senior Software Support Engineer for their Cybersecurity SaaS products.
• The role involves supporting the Customer Support team, particularly covering weekends or one day over the weekend.
• The engineer will perform initial triage of reported issues, investigate, and restore services.
• Responsibilities include escalating issues to higher levels of support, communicating incident management progress, and maintaining relationships with stakeholders.
• The engineer will coordinate service recovery during outages, act as a point of contact for senior stakeholders, and contribute to developing Service Assurance capabilities.
• The position requires ensuring excellence goals are met and identifying process improvement opportunities.
• The engineer will enhance internal documentation and guide the Tier 1 Customer Support Team.

Requirements:

• Several years of experience as a Support Engineer for advanced Software Products/Platforms is required.
• Proficiency in web architecture, including web protocols and technologies such as IP Networking, CDN, HTTP/S, DOM, HTML, and JS is necessary.
• Web development experience is a substantial plus.
• SQL knowledge is beneficial for interacting with the technology stack.
• Working knowledge and hands-on experience with Python and JavaScript programming languages is a great plus.
• Knowledge of mobile solutions based on Android/iOS SDK is advantageous.
• Strong analytical thinking and eagerness to learn new technologies are essential.
• Prior experience with ticket management platforms, automation, playbooks, and scripting is a great plus.
• A self-starter with an organized and methodical approach to problem-solving is required.
• A fast learner with the ability to understand complex technology solutions is necessary.
• A Bachelor’s or Master's degree in Computer Science or equivalent is a plus.
• Full working proficiency in English is essential.
• Availability to work on weekends is a great plus, with possible schedules including Tuesday to Saturday or Wednesday to Sunday.

Benefits:

• The position is fully remote with flexible working hours.
• Employees will be part of an inspiring team of colleagues from around the world.
• The company offers modern development and deployment workflows, allowing for early and frequent shipping of products.
• The role has a high impact with many users, happy customers, and opportunities for growth and cutting-edge R&D.
• The organization is flat, allowing for direct interaction with customer teams.
• The company celebrates diversity and is committed to creating an inclusive environment for all team members.