Technical Support Engineer

Summary: Exabeam is the leader in behaviour intelligence for the agentic enterprise, and they are seeking a Technical Support Engineer I. This entry-level support role involves diagnosing technical issues, applying documented solutions, and learning about cybersecurity platforms while providing customer support under mentorship. Responsibilities: - Respond to customer support requests and manage assigned cases at lower severities (primarily Sev 4 and scoped Sev 3) under established SLAs and KPIs - Perform structured initial troubleshooting, including: - Issue assessment and reproduction - Log, configuration, and environment data collection - Use of documented workflows and knowledge base articles - Clearly document findings, actions taken, and next steps in the case management system to enable effective collaboration and escalation - Communicate professionally and clearly with customers, accurate status updates and confirming outcomes or next actions - Learn Exabeam’s on-premises and cloud-native security platforms, including ingestion, parsing, analytics, and platform fundamentals - Apply troubleshooting principles developed through: - Academic coursework - Labs and sandbox environments - Shadowing senior engineers on live customer cases - Follow established playbooks, runbooks, and SOPs - Recognize when an issue exceeds current skill scope and escalate with complete diagnostic context to senior engineers - Shadow and learn from TSE II and Senior TSEs during case reviews and escalations - Participate actively in onboarding programs, guided labs, and product training - Contribute to internal documentation and knowledge articles by capturing learnings and common resolutions as skills develop - Engage in team standups, case reviews, and learning sessions to build confidence and technical depth - Learn and consistently follow support processes, escalation policies, and communication standards - Demonstrate strong case hygiene, responsiveness, and ownership of assigned work - Actively seek feedback and incorporate coaching to accelerate development Required Qualifications: - Bachelor's degree or equivalent experience in: Computer Science, Information Systems, Engineering, Cybersecurity, or a related technical discipline - Demonstrated interest in technology and cybersecurity through coursework, labs, internships, certifications in progress, or personal projects - Foundational understanding of: Linux or Windows operating systems, Networking basics (TCP/IP, DNS, ports), Log files or system troubleshooting concepts - Strong written and verbal communication skills - Curiosity, coachability, and a desire to learn complex systems Preferred Qualifications: - Exposure to IT support, helpdesk, SOC, or technical service environments - Coursework or lab exposure to SIEM, security analytics, or cloud platforms (AWS, Azure, GCP) - Familiarity with scripting or query concepts (SQL, Python, Bash) - Experience using ticketing or issue‑tracking tools Required Skills: Linux operating system, Windows operating system, Networking basics, TCP/IP, DNS, Ports, Log file analysis, System troubleshooting, Curiosity, Coachability, Desire to learn complex systems