Support Engineer
About The Position
OX Security is hiring a Support Engineer to take ownership of customer success and issue resolution in our SaaS and on-premises deployments. This role is ideal for someone with a strong technical background who enjoys problem-solving, communicating with customers, and working across engineering and DevOps teams to deliver solutions that work reliably in enterprise-controlled environments.
As a Support Engineer, you will be the technical front line for our customers, helping them deploy, debug, and maintain our software in diverse infrastructure setups.
Responsibilities
- Serve as the primary technical contact for customers, handling incidents and inquiries related to deployment, configuration, and performance.
- Diagnose and resolve product issues related to connectivity, services, database behavior within complex customer environments.
- Guide customers through initial setup and upgrades, ensuring smooth rollouts and minimal disruption.
- Work closely with R&D to triage bugs, log reproducible cases, and suggest improvements based on field experience.
- Improve observability, documentation, and deployment tooling.
- Provide feedback to internal teams about common customer challenges and edge case configurations.
- Build scripts, guides, and internal tools to automate repetitive support tasks and empower customer-facing teams.
Requirements
- 3+ years of experience in a technical support or DevOps/SRE/implementation role, ideally supporting enterprise software.
- Solid understanding of Linux-based systems, networking, containers, and Kubernetes.
- Hands-on experience deploying and maintaining applications in on-prem environments.
- Strong ability to analyze logs, trace errors, and resolve performance or access issues.
- Experience with Node.js-based systems is a plus.
- Excellent interpersonal and communication skills, both with technical and non-technical stakeholders.
- Comfort in managing multiple priorities in a fast-paced, customer-driven environment