Solutions Support Engineer

The browser has become the main productivity tool for employees due to driving trends like working remotely, BYOD, and web-based SaaS applications.

At Seraphic, we are revolutionizing browser security. Our patent-pending technology offers unmatched protection against zero-day attacks, phishing, and malicious downloads. By operating at the core of the browser, we provide comprehensive visibility and control, preventing data loss and leakage.

• Seamless Access: Browse internal sites and private applications directly from your browser without a VPN or a remote desktop 

• Innovative Environment: Be part of a team leading the cybersecurity frontier shaping the modern solutions impacting billions of users 

• Challenging Technologies: Engage with a rich SaaS app, high-scale backend processing millions of requests, and a core networking solution, all with the highest level of security 

• Innovation and Leadership: Leverage our patented technology and leadership recognition, such as Frost & Sullivan’s 2024 Enabling Technology Leadership Award for Global Zero Trust Browser Security 

• Collaboration and Team: Work with industry experts in a collaborative environment to solve complex problems 

This is an exciting opportunity to join a fast-growing start-up company, consisting of talented team players, with the best-of-breed solution revolutionizing browser security. Join us in shaping the future of secure browsing! 

 We are looking for a proactive and detail-oriented Solutions Support Engineer.  

• Onboard new customers, ensuring smooth initial integration with our products 

• Provide comprehensive technical support, diagnosing and resolving customer issues efficiently 

• Configure and customize Seraphic products to meet specific client environment requirements 

• Collaborate closely with product and R&D teams to address technical challenges and suggest system improvements 

• Support sales teams by offering technical expertise during pre-sales processes 

• Develop and maintain technical documentation, including user guides and FAQs 

• 2+ years of technical experience in customer support, Professional Services, technical support, or related technical customer-facing role 

• Understanding of cybersecurity threats, vulnerabilities, and best practices – Experience with browser security is an advantage 

• Familiarity with common web protocols 

• Experience in diagnosing and resolving issues related to proxies and firewalls 

• Proven experience with deployment tools like: SCCM, Intune and JAMF 

• 2-3 years of system management experience across Windows, Linux, and macOS 

• Familiarity with ticketing systems like Jira and Zendesk 

• Ability to write clear and concise troubleshooting guides, FAQs, and process documents 

• Problem solving attitude and analytical thinking, self-motivation and dedication to solving customer problems based on understanding the true pain of the customer, and finding data-driven solutions 

• Great project management skills and able to communicate effectively with different stakeholder groups across a diverse set of industries, sizes, and experience level 

• Ability to multitask and prioritize several projects simultaneously 

• Self-motivated with dedication to understanding customer challenges 

• Exceptional written and verbal communication skills for both technical and non-technical audiences 

• Problem-solving mindset with analytical thinking 

• Excellent English proficiency – both written and verbal