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Customer Support Engineer at SecurityScorecard
New York City, NY, US

About the Role

The Customer Support Engineering team plays an important role in the success of our clients as they adopt and maximize the use of our proprietary technology. Our Customer Support Engineering team acts as a bridge between our organization and clients externally, as well as a bridge between engineering, product and customer success internally.

As a Customer Support Engineer, you will support our customers in transforming the way they assess security risk through our technology, understanding client needs, identifying solutions and communicating with clients through resolution. Customer Support at SecurityScorecard isn’t about tickets in-and-out — it’s about delivering world-class service to our clients through thoughtful and thorough engagement with subject matter expertise.

This is an ideal role for someone who desires to build cybersecurity and SecurityScorecard platform subject matter expertise, and to leverage their technical aptitude and ability to support and enable customers as they improve their cybersecurity posture.

The role will be based in our HQ in New York, NY.

Key Responsibilities

  • Partner with customers to understand their needs and deliver thoughtful solutions, ensuring an exceptional experience with our platform.
  • Serve as a subject matter expert on the SecurityScorecard platform
  • Review customer data refutes for sanity and validation
  • Provide feedback to Customer Success and Product teams about trends from customer responses and feedback
  • Proactively suggest new ways to ensure quality of daily operations and accuracy of data
  • Analyze data queries and the communicate to appropriate teams
  • Create technical documentation
  • Prioritize and balance multiple open issues at one time
  • Escalate unresolved issues to appropriate internal teams

Qualifications and Attributes

  • Bachelor’s degree in a technical or analytical discipline preferred
  • 1-2 years of experience in a technical support role, or in a role requiring technical and analytical aptitude (professional or internship)
  • An understanding of the tenets of Cyber or Information Security (academic or professional experience/exposure) is a plus
  • Solutions focused; demonstrated ability to diagnose an issue and identify actions to correct it
  • Intellectually curious, resourceful and focused on continuous learning
  • An orientation towards optimizing systems or software; proven ability to learn new tools or systems and apply those learnings in real time
  • A sense of urgency and the ability to prioritize and persevere under pressure
  • Exceptional communication and follow-up skills with an eye for accuracy and detail

 What to Expect in our Interview Process

  • Phone conversation with Talent Acquisition to learn more about your experience and career objectives
  • Take home skill assessment
  • Interview with Hiring Manager 
  • Interview with 1-2 Customer Support Engineering team members

SecurityScorecard embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skillsets, ideas, and perspectives. We make hiring decisions based upon merit and do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.