Technical Support Engineer (US remote)

About The Company

ThreatModeler is an enterprise threat modelling platform that enables organisations to identify, understand, and manage security threats at scale.

Our customers include security, engineering, architecture, and DevSecOps teams operating complex cloud, on-premises, and hybrid environments. Technical Support plays a critical role in helping those customers successfully deploy, integrate, operate, and get maximum value from the ThreatModeler platform.

Purpose of the Role

We are looking for a technically curious and customer-focused Technical Support Engineer to join our Technical Support team.

You will be responsible for investigating and resolving technical issues across the ThreatModeler platform and the environments in which it operates. This can include application behaviour, REST APIs, authentication and SSO, databases, networking, containerised deployments, cloud infrastructure, integrations, and performance.

This is a hands-on technical support engineering role focused on investigation, troubleshooting, root cause analysis, and problem resolution rather than traditional helpdesk support.

You will own customer issues from initial triage through investigation and resolution, working directly with customers to understand their environment, gather evidence, reproduce problems, identify root cause, and provide clear solutions or workarounds.

When an issue requires Engineering involvement, you will turn the customer problem into a high-quality technical escalation with clear reproduction steps, relevant logs and evidence, customer impact, troubleshooting already performed, and expected versus actual behaviour.

You do not need to arrive as a threat modelling expert. We will expect you to develop a strong understanding of threat modelling and become highly knowledgeable about the ThreatModeler platform.

Responsibilities

• Own customer support cases from initial triage through to resolution, ensuring agreed priorities and SLAs are met.
• Troubleshoot technical issues across the application, APIs, authentication, databases, networking, integrations, and deployment infrastructure.
• Analyse application and infrastructure logs, HTTP requests and responses, error messages, configuration, and other diagnostic information to develop and test hypotheses and identify root cause.
• Reproduce customer issues and establish clear expected versus actual behaviour.
• Determine whether an issue relates to product behaviour, configuration, permissions, infrastructure, data, integration behaviour, or a potential product defect.
• Provide customers with clear, technically accurate troubleshooting guidance, solutions, and supported workarounds.
• Troubleshoot REST API integrations using tools such as Postman, curl, or equivalent.
• Assist customers with authentication and SSO integrations, including SAML and enterprise identity providers.
• Investigate database, application, and infrastructure issues, including performance-related problems.
• Work closely with Engineering on suspected defects and complex technical investigations, providing high-quality, evidence-backed escalations.
• Collaborate with Customer Success and other internal teams to ensure customers receive clear and consistent communication throughout an investigation.
• Create and maintain troubleshooting guides, knowledge articles, known issues, and technical runbooks, turning recurring investigations and solutions into reusable knowledge for the wider Support team.

What We Offer

• Aetna Medical insurance including virtual care, robust network coverage , and mental health resources.
• Guardian Dental insurance
• HSA including company contribution
• FSA programs for health, dependent care, and transit
• Company-paid vision, life, short-term, long-term disability insurance
• Vanguard 401(k)
• Generous time-off, including take as you need PTO, sick leave, and paid parental leave
• 11 Company Paid Holidays
• Professional Development Opportunities
• Employee Assistance Programs

Requirements

Essential Skills

• Previous experience in a technical support, application support, DevOps, infrastructure, or similar technical role. Minimum 2 years of experience.
• Strong troubleshooting skills with a methodical, evidence-based approach to diagnosing complex technical issues, testing assumptions, and distinguishing symptoms from root causes.
• Good working knowledge of Linux and common networking concepts, including DNS, HTTP/HTTPS, TLS, ports, proxies, and connectivity troubleshooting.
• Experience troubleshooting REST APIs using tools such as Postman or curl.
• Ability to use SQL and relational databases to investigate application data and troubleshoot technical issues.
• Familiarity with containerised applications and cloud environments.
• Ability to analyse application and infrastructure logs to identify root cause.
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly to customers.
• A strong sense of ownership and the ability to manage multiple technical investigations effectively.

Desired Experience

• Docker, Kubernetes, and Helm
• AWS or other cloud platforms
• SAML, SSO, and enterprise identity providers such as Microsoft Entra ID or Okta
• Nginx, Tomcat, and reverse proxies
• SQL administration and performance troubleshooting
• Observability and diagnostic tooling for logs, metrics, tracing, or application performance monitoring
• Jira, ServiceNow, Zendesk, Salesforce or similar platforms
• Cybersecurity, application security, or threat modelling

Person Requirements

We're looking for someone who enjoys getting to the bottom of difficult technical problems.

You

• Take ownership of issues and follow them through to resolution.
• Approach troubleshooting methodically, gathering evidence and testing assumptions before reaching conclusions.
• Are naturally curious and comfortable investigating unfamiliar technologies.
• Can distinguish symptoms from root causes and know when further investigation or escalation is required.
• Communicate calmly, clearly, and professionally, particularly during high-priority customer issues.
• Are comfortable working independently while collaborating effectively with Support, Engineering, Customer Success, and Product.
• Learn unfamiliar technologies quickly and actively share knowledge and technical findings with others.
• Look beyond individual cases to identify recurring problems and opportunities to improve documentation, processes, tooling, product supportability, and the overall customer support experience.