Technical Support Engineer

Description

About IONIX

We’re looking for a Technical Support Engineer who enjoys solving complex technical problems in a fast-paced, highly collaborative environment.

At IONIX, Support Engineers are deeply involved in both the product and the customer experience. You’ll work closely with Customer Success, Product, and Engineering teams to investigate complex issues, analyze platform behavior, and help enterprise customers resolve real cybersecurity challenges.

The role combines deep technical troubleshooting with direct customer interaction. Support Engineers operate with significant ownership and autonomy, often joining calls with Customer Success Managers to support large enterprise accounts and investigate issues in real time. It’s an exciting opportunity for engineers who enjoy learning, tackling technical puzzles, and working closely with a tight-knit team.

What We’re Looking For

About IONIX

IONIX is an External Exposure Management platform that helps enterprises discover, understand, and secure their entire external attack surface before attackers can exploit it. The platform continuously maps internet-facing assets, dependencies, and real exploitable risks so security teams can prioritize and remediate the exposures that truly matter. Global enterprises and leading brands including BlackRock, Infosys, Sompo, The Telegraph, and E.ON rely on IONIX to proactively manage their complex and constantly evolving attack surface.

Responsibilities

What You’ll Do

· Investigate and resolve complex technical issues raised by enterprise customers using the IONIX platform.

· Work closely with Engineering and Product teams to troubleshoot problems, analyze logs, and drive root cause analysis.

· Identify patterns in support tickets and customer feedback to help improve the product and influence roadmap decisions.

· Collaborate with Customer Success and Sales teams to ensure timely resolution of issues in accordance with SLA requirements.

· Join customer calls and escalations, particularly with large enterprise accounts, to help diagnose issues and provide technical clarity.

· Conduct training sessions, workshops, and webinars to help customers better understand and leverage the platform.

· Document product defects, suggest improvements, and contribute to internal knowledge sharing.

What Makes This Role Exciting

· Work in a dynamic, fast-moving cybersecurity startup environment.

· Gain exposure to multiple technical domains including cybersecurity, web technologies, networking, and large-scale internet infrastructure.

· Collaborate daily with Customer Success, Product, and Engineering teams.

· Develop deep technical knowledge while working with complex enterprise environments.

· Take ownership and responsibility in customer interactions and investigations.

· Be part of a tight-knit team where your work directly impacts customers and the product.

Requirements

· 4+ years of experience providing technical support for enterprise SaaS or cybersecurity platforms.

· Strong troubleshooting skills including log analysis and technical investigation of bug reports.

· Solid understanding of web or network security concepts.

· Proven ability to prioritize issues, take ownership, and drive resolution in high-pressure environments.

· Experience working with enterprise customers and managing technical escalations.

· Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly.

· Previous startup experience is required.