Technical Customer Support Engineer - Security

2. Debug & Root Cause Analysis

• Read logs, traces, API responses, and model outputs to find the actual cause, not the surface symptom
• Use SQL and internal tooling to verify hypotheses before pulling engineering in
• Reproduce integration issues across Jira, ServiceNow, GitHub, and Confluence
• Write up root cause clearly enough that engineering can ship the fix without a follow-up call

3. Bug Triage & Engineering Handoff

• File bugs in Linear that engineers want to pick up: clear repro, scoped impact, suggested area
• Distinguish between one-off customer config issues and systemic product gaps
• Surface patterns across tickets that should become roadmap conversations
• Close the loop with customers the moment a fix ships

4. Support Infrastructure & Documentation

• Build the runbooks, internal docs, and customer-facing help content that prevent the next ticket
• Set up the tooling, dashboards, and alerting that make support a system rather than a scramble
• Define and track the metrics that matter (first response, time to resolution, reopen rate)
• Make the support function legible enough that the next hire can ramp in weeks, not months

5. Customer Trust

• Communicate with the calm specificity that earns practitioner trust
• Stay close to customers between incidents : know their workflows, their integrations, their pet peeves
• Make every interaction feel like the customer is the most important account we have, because they are

What This Role Is NOT

• Not a ticket-closing queue role. You'll own outcomes, not volume
• Not a generalist help desk, every issue is technical
• Not Customer Success or Sales
• Not isolated from engineering; you'll sit inside the build loop

What We're Looking For

Required

• 3+ years in a technical support engineering, security engineering, forward-deployed engineering, SRE, or similar customer-facing technical role
• Comfortable reading code, logs, SQL, and API traces to find root cause
• Strong written communication: your bug reports and customer replies are clear, specific, and free of filler
• Experience debugging integrations with enterprise systems (Jira, ServiceNow, GitHub, Confluence, or similar)
• High empathy for technical users under pressure, paired with the discipline to set realistic expectations
• Comfort with ambiguity and a track record of building process where there was none
• "Unreasonable Hospitality" energy: you take care of the people you support in detail, beyond what the job strictly requires

Strongly Preferred

• Background in security, GRC, or privacy , or experience supporting security practitioners
• Light engineering chops , you can ship a small fix or script yourself when it's faster than waiting
• Early-stage startup experience where you drove direct customer impact

How Success Is Measured (First 6 Months)

• Response and resolution times within established SLAs. Ideally with issues being proactively resolved before customer complaints
• Engineering protected from low-leverage support load, with clear escalation paths when their help is needed
• Bug reports filed at a quality that shortens engineering time-to-fix
• A documentation and runbook footprint that materially reduces repeat tickets
• Customer expansion and renewal conversations cite support quality as a reason to stay

Why Join Clearly AI

• Sit at the closest possible distance to real customers solving real security problems
• Work directly with technical founders who treat support as a product surface, not a cost center
• Build the support function for an AI company defining a new enterprise category
• RSAC 2026 Innovation Sandbox Top 10 Finalist, backed by $8.4M in seed funding
• Operate at the intersection of frontier AI and enterprise security
• Competitive salary, meaningful equity, and benefits
• Direct path to leadership as the support function scales

A meeting lands on your calendar

If they’re a yes, I book the chat. You show up — that’s the whole job-hunt.