Senior Technical Support Engineer

Oligo is a fast-growing cybersecurity startup transforming how organizations protect their applications, cloud environments, and AI systems at runtime. Backed by top-tier investors including Greenfield Partners, Red Dot Capital Partners, Lightspeed, Ballistic Ventures, and TLV Partners, we’re on a mission to make real-time security a reality.

Oligo’s industry’s leading runtime security platform built to stop attacks in real time without stopping the business. We transform security from passive visibility to active protection across applications, cloud services, workloads, and AI systems. By uncovering the deepest layers of what actually runs in production, Oligo helps organizations prioritize exploitable vulnerabilities, detect malicious behavior as it happens, and stop modern attacks in their tracks.

We are looking for a Senior Technical Support Engineer to join our growing global support team. This role is ideal for an experienced, customer-facing engineer who thrives in complex technical environments and enjoys working closely with customers, Product, and R&D.

You will serve as a senior escalation point, owning complex customer issues end-to-end, supporting advanced deployments, and helping shape our support processes as we scale. This role includes supporting regulated and enterprise customers, which requires meeting specific compliance and verification standards.

Responsibilities

• Act as a senior escalation point for complex technical issues requiring deep investigation and close collaboration with R&D

• Own support cases from initial investigation through resolution, ensuring high customer satisfaction

• Support deployment, configuration, and optimization of Oligo’s platform in complex, cloud-native and hybrid environments

• Troubleshoot issues using logs, SQL queries, APIs, and system-level tools

• Partner with Product and Engineering to identify recurring issues, serviceability gaps, and improvement opportunities

• Lead or contribute to root cause analysis and proactive problem prevention

• Create and maintain technical documentation, FAQs, troubleshooting guides, and internal knowledge articles

• Participate in on-call rotation for after-hours, weekend, and holiday coverage as required

• Help improve operational tooling, playbooks, and support workflows as the team scales

Required Qualifications

• 4+ years of experience in global technical support or a similar customer-facing technical role

• Hands-on experience using SQL to query databases and troubleshoot production issues

• Strong proficiency with Linux and command-line tools

• Experience supporting cloud-native applications, including Kubernetes and Helm

• Familiarity with REST APIs and/or GraphQL for troubleshooting integrations and product behavior

• Strong written and verbal communication skills with a customer-first mindset

• Experience writing technical documentation (FAQs, troubleshooting guides, how-tos)

• Ability to manage multiple issues simultaneously in a fast-paced environment

Nice-to-Have

• Programming or scripting experience (Python, Java, or similar)

• Experience supporting on-prem or hybrid environments

• Prior experience working with FedStart or other regulated platforms

Mandatory Eligibility & Compliance Requirements

Due to the nature of customers this role supports, candidates must meet the following requirements:

• Be a US Person

• Complete NIST SP 800-63A in-person identity verification

• Successfully pass required background checks, including:

• Social Security trace

• County criminal felony & misdemeanor checks (all counties lived, 7-year history)

• Federal criminal search (all districts lived, 7-year history)

• Multi-jurisdictional national criminal database check (including sex offender search)

• Education verification (highest degree earned)

• US personhood verification

Why Join Oligo

• Work with cutting-edge runtime security and observability technology

• Play a key role in supporting enterprise and regulated customers

• Influence product quality, support processes, and customer experience

• Join a small, highly skilled, and collaborative global team with real ownership and impact