Product Support Engineer

Job Title: Sr. Product Support Engineer

Location: Miami, FL OR Red Bank, NJ

Type: Onsite Office

Duration: Fulltime

Time:US East Time Zone

About the Role:

We’re seeking a seasoned Product Support Engineer to join our Security Product Engineering team, primarily supporting our anti-phishing product. This role is customer-facing and critical in ensuring clients understand and utilize our security product effectively, helping to resolve complex issues.

Responsibilities:

• Act as the primary point of contact for customer support on one of our security products.
• Explain and resolve customer issues related to phishing detection, helping users understand product alerts and behaviour.
• Develop expertise in the AI-driven algorithms behind our product to provide deep technical support.
• Collaborate closely with our product and engineering teams to address customer feedback efficiently.

Requirements:

• Strong customer-facing and communication skills, able to convey solutions professionally and diplomatically.
• Solid background in software development with solid debugging skills.
• Experience with one or more security products, especially in phishing defense, AV, EDR, or MDR.
• US-based (East Coast) availability to work closely with the engineering team.

This role is ideal for an experienced engineer who enjoys problem-solving, customer interaction, and bridging the gap between engineering and support, with potential growth towards leadership in customer-focused engineering.