SecurityScorecard is the global leader in cybersecurity ratings, continuously rating over 12 million companies across 64 countries. Founded in 2013 by Dr. Alex Yampolskiy and Sam Kassoumeh, our patented technology is trusted by more than 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting.

Headquartered in New York City, we’ve been recognized by Inc Magazine as a “Best Workplace,” by Crain’s NY as a “Best Places to Work in NYC,” and named one of the 10 hottest SaaS startups in New York for two years in a row. In 2023, Fast Company listed us among the World’s Most Innovative Companies, and Achievers recognized us as one of the 50 Most Engaged Workplaces.

Role: Customer Support Engineer

We’re seeking a Customer Support Engineer to serve as the first line of technical support for our customers. This role is responsible for diagnosing, troubleshooting, and resolving complex technical issues while delivering a high-quality, customer-centric support experience.

Customer Support Engineers act as trusted technical partners to customers, owning issues end-to-end, advocating internally for resolution, and collaborating closely with Engineering, Product, and other cross-functional teams.

Key Responsibilities

Customer Issue Ownership & Technical Resolution

Take full ownership of complex customer issues, performing advanced troubleshooting and root cause analysis.
Diagnose and resolve technical cases using deep platform knowledge and diagnostic tools.
Act as an escalation gatekeeper, coordinating with Engineering to resolve critical product issues.

Platform Expertise & Product Support

Serve as a technical expert supporting customers with platform functionality (e.g., security questionnaires, mappings, data validation, compliance reporting).
Provide accurate guidance to help customers deploy, integrate, and utilize the platform.
Maintain strong fluency across all product capabilities.

Customer Advocacy & Service Quality

Advocate internally on behalf of customers to ensure timely resolution.
Meet or exceed KPIs related to response quality, resolution time, and customer satisfaction.
Build trust through empathy, clarity, and consistent communication.

Cross-Functional Collaboration

Serve as the primary technical point of contact for customers while coordinating internally.
Provide structured feedback to inform product improvements.
Partner cross-functionally to improve support workflows and customer experience.

Knowledge Management & Team Enablement

Create and maintain knowledge base documentation for internal and external use.
Share product and technical knowledge within the support organization.
Mentor teammates and serve as an escalation resource.

Continuous Improvement & Automation

Identify opportunities to improve support efficiency through process optimization and automation.
Develop tools or scripts (e.g., Python) to streamline workflows.
Collaborate on initiatives to enhance the end-to-end support experience.

Operational Requirements

Availability to support customers across assigned shifts (US, CA, EMEA, APAC).
Ability to operate effectively in a fast-paced, metrics-driven environment.

Required Qualifications

3+ years in customer support, technical support, or system administration.
Bachelor’s degree in Cybersecurity, Computer Science, MIS, or equivalent experience.
Experience supporting large Enterprise customers and communicating with senior stakeholders.
Familiarity with support/ticketing tools (Salesforce, Zendesk, Jira).
Foundational understanding of information security and compliance frameworks (ISO 27001, SOC 2, SIG).

Preferred Qualifications

Experience supporting a SaaS platform delivering cybersecurity services.
Proficiency in scripting languages (Python preferred).
Experience mentoring junior team members or acting as a technical escalation point.
Direct experience handling security assessment questionnaires or vendor due diligence.

What You’ll Bring

Customer-first mindset with strong commitment to excellent support.
Analytical and problem-solving skills with ability to work independently.
Clear communication skills across technical and non-technical audiences.
Collaborative approach with focus on continuous improvement.

Compensation & Benefits

Estimated total compensation: ₹1,500,000 – ₹2,000,000 per year (base plus bonus).
Eligible for annual performance-based incentives and equity.
Comprehensive benefits package including medical coverage, paid leave, parental leave, and professional development opportunities.

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We provide reasonable accommodations for qualified individuals with disabilities.

This is a high-impact opportunity to be the trusted technical partner for customers, ensuring they succeed with SecurityScorecard’s platform. If you’re passionate about solving complex problems and delivering excellent customer experiences, we’d love to hear from you.

Technical Support Engineer