Hush Hush

About the Role:
We’re looking for an experienced Technical Support Engineer to join our team. You’ll be the go-to expert for resolving complex technical issues for enterprise clients, with direct access to R&D and Product teams. This is a high-impact, all-tiers role where you’ll play a key part in shaping a world-class support function during a critical growth phase.

What You’ll Do:

• Troubleshoot and resolve advanced all-tiers technical issues for enterprise clients.
• Handle post-sale and pre-sale support cases.
• Work closely with R&D and Product to resolve platform-level challenges.
• Act as a trusted technical advisor and escalation point.
• Write internal documentation and share best practices with the global support team.
• Provide clear, empathetic, and proactive communication with clients.
• Manage SLA and follow up with customers.
• Operate with autonomy in a fast-paced, startup setting.
   

What We’re Looking For:

• 5+ years in technical support (SaaS, cybersecurity, or enterprise software), at least 2 years managing Tier-3.
• Proficiency in troubleshooting Web Application and Data pipeline.
• Proficiency in troubleshooting data format issues.
• Proficiency in AWS S3 bucket management, event notifications, and experience with AWS CLI.
• High-level experience in SQL.
• Hands-on Application Monitoring Tools (Grafana, Coralogix)
• Hands-on Kubernetes troubleshooting (Lens)
• Good understanding of Python (bonus)
• Exceptional communication and client-facing skills in English.
• Comfortable working independently in remote setups, fast and independent learner.
• Demonstrated problem-solving and multitasking abilities, with strong organizational and prioritization skills.

We are looking for a Senior Technical Account Manager to join our high-performing Customer Success team. As a senior TAM, you’ll serve as a trusted advisor to enterprise customers, providing strategic technical guidance, owning deployments, and supporting threat detection, SOAR implementation, and product optimization. You’ll work cross-functionally with Sales, Product, and Engineering to ensure long-term customer success and platform adoption.

Responsibilities:
Own the technical post-sales relationship with strategic enterprise accounts.
Lead platform deployments, configurations, and integration with customer environments.
Conduct compromise assessments, threat research, and environment tuning.
Develop and automate SOAR workflows for threat response.
Present QBRs and provide KPI-driven recommendations.
Partner with internal teams to shape product direction based on customer feedback.
Provide mentorship to junior TAMs and act as technical escalation point.
Deliver training sessions, webinars, and workshops to build customer capability.
Requirements
5+ years in cybersecurity, technical account management, or professional services.
Deep knowledge of endpoint, network, and cloud security (SIEM, SOAR, IDP, etc.).
Strong experience Python, Bash, SQL, and APIs for data querying and automation.
Demonstrated success in building relationships with senior stakeholders.
Ability to lead projects with minimal supervision in a customer-facing role.
Familiarity with cloud platforms (AWS, Azure), data lakes, and security automation.
Excellent communication and problem-solving skills.