Senior Technical Support Engineer

4 weeks ago

Helsinki, Uusimaa, Finland Hoxhunt Full time

At Hoxhunt, we're on a mission to empower individuals and organizations to defend themselves against cyber threats. We believe that effective defense requires not only cutting-edge technology but also the expertise and dedication of exceptional individuals like you. If you're passionate about cybersecurity, integrations, and AI-powered support, and thrive in challenging environments, read on

We are dedicated to delivering exceptional cybersecurity solutions, with a support approach that prioritizes quality. As a rapidly growing company, we are looking for a Senior Technical Support Engineer to join our team. In this role, you will be instrumental in safeguarding our customers' digital assets, enhancing support workflows, and driving innovation through AI-powered support initiatives. Join us in our mission to provide unparalleled support and guidance to our valued customers.

What you'll be doingAdvanced Technical Support and Troubleshooting
  • Provide high-quality email support to customers, with a focus on investigating and resolving complex technical issues.
  • Troubleshoot integration-related challenges between our platform and security platforms using built-in features and APIs.
  • Serve as an escalation point for challenging issues that require deeper technical analysis and collaboration with engineering.
  • Assist customers in diagnosing and resolving issues related to email infrastructure, including deliverability and security concerns.
  • Troubleshoot identity and access management issues, including identity providers (IdPs) and authentication workflows.
Cybersecurity and Integration Expertise
  • Develop a strong understanding of how Hoxhunt integrates with security operations teams.
  • Assist customers in configuring and troubleshooting integrations with third-party cybersecurity solutions.
  • Stay up-to-date with cybersecurity trends and best practices to support customers effectively.
AI-Powered Support and Process Improvement
  • Lead initiatives to develop and improve AI-powered support solutions that enhance customer self-service and operational scalability.
  • Collaborate with internal teams to automate common troubleshooting workflows and enhance support efficiency.
  • Contribute to knowledge base improvements and AI training data to ensure accurate and context-aware AI assistance.
Cross-Functional Collaboration
  • Work closely with our development and product teams to escalate and resolve customer-reported issues, providing valuable insights for product improvement.
  • Act as a technical liaison between support, engineering, and security teams.
  • Share best practices and mentor other support engineers to elevate the overall technical expertise of the team.
What we're looking for
  • Proven experience in a technical support role, preferably in a SaaS or cybersecurity-related industry or function.
  • Strong troubleshooting skills, with experience investigating issues related to integrations between platforms.
  • Hands-on knowledge of SOC operations, SIEMs, SOAR platforms, or security team workflows is highly preferred.
  • Experience working with AI-powered support solutions or automation tools is a plus.
  • Strong understanding of email infrastructure and security, including SPF, DKIM, DMARC, and email deliverability troubleshooting.
  • Familiarity with identity providers (IdPs) and authentication protocols.
  • Excellent written communication skills in English, with the ability to explain complex technical concepts clearly.
First 90 days at Hoxhunt
  • First 30 days: Deepen your understanding of our product and key cybersecurity use cases, shadow senior team members to learn best practices, and start handling standard support requests independently.
  • First 60 days: Begin troubleshooting integration issues and escalations, contribute to AI-powered support improvements and automation discussions, and independently manage more complex support tickets.
  • First 90 days: Act as a subject matter expert for integration-related support cases, identify and implement at least one process improvement or AI enhancement, and maintain a customer satisfaction (CSAT) score of 95% or higher.
What's in it for you
  • Growing industry – Cyber security is one of the fastest-growing industries, driven by constant technological advancements. Stay ahead at the forefront of industry trends and help organizations navigate the evolving landscape of cyber threats.
  • Collaborative Culture - Join a supportive, collaborative and positive team environment where your contributions are valued, and your ideas are encouraged.
  • Impactful Work - Play a pivotal role in defending individuals and organizations against cyber threats, making a tangible difference in the fight against cybercrime.
  • Continuous Growth - Access ongoing opportunities for learning and professional development, with ample room for growth within our dynamic organization.
Our process

Our recruitment process is:

  1. Interview with our Talent Acquisition (30 min)
  2. Interview with our Hiring Manager (45 min)
  3. Technical Interview (60 min)
  4. Panel Interview (90 min)
  5. Reference checks
Ready to join us?

This role is based at our headquarters in Helsinki, and we offer a flexible hybrid working model. The compensation consists of a monthly salary of around €4,500-5,000. The salary depends on the candidate's skills and experience.

If you're ready to take ownership of complex support challenges and help scale our support function with AI and cybersecurity expertise, we want to hear from you. Apply now and join us in defending the digital world

Hoxhunt in a nutshell

Hoxhunt was founded in 2016 by four visionaries. Today we are a team of 180 amazing people advancing one of the hottest scale-up companies in the human risk management category, with locations in the United States, Finland and the United Kingdom. Hoxhunt is one of the fastest growing software companies in Finland, premiering in the Deloitte Fast 50 rankings for three consecutive years.

Hoxhunt educates employees on how to protect themselves and their employers against malicious cyberattacks. Our core belief is that the best way to do this is through frequent, personalized, and behavior-changing cybersecurity training. We have been featured in CIO Magazine, Forbes, Inc., EU-Startups, and many more publications. We have also been listed as one of the 10 hottest startups to work for in 2019 and developer students' Top 10 Dream Employer in 2021 in Finland.

Be among the first to know about our open positions. Connect through Teamtailor, and join our Talent Community.

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