Senior Technical Support Engineer

Responsibilities

• Resolve customer issues across SaaS apps, APIs, and integrations
• Troubleshoot integrations across platforms like Google Workspace, Gmail, M365, Slack, and Salesforce
• Diagnose API issues including authentication, request/response errors, and data flow
• Support SIEM/SOAR integrations, webhooks, and automation workflows
• Troubleshoot endpoint deployments including MSI, PKG, macOS profiles, and scripts
• Support deployments via MDM tools such as Workspace ONE, Jamf, Kandji, and Intune
• Collect and analyze logs across system, application, and security layers
• Create and maintain knowledge base content using KCS practices
• Partner with Engineering and Product to provide clear reproduction steps and drive improvements

Requirements

• 4+ years of experience in Technical Support, Technical Account Management, or a similar SaaS role
• Hands-on experience with security or data platforms (DLP, SIEM, SOAR, CASB, or cloud security)
• Strong troubleshooting skills with APIs, integrations, logs, and SaaS/cloud architectures
• Experience with macOS and Windows systems and installing endpoints/extensions
• Knowledge of PowerShell, Bash, or command-line tools
• Ability to perform root cause analysis and educate customers clearly

Preferred Qualifications

• Experience with AI/ML-driven security tools or data classification platforms
• Familiarity with AWS, GCP, or Azure environments
• Proven success in a fast-moving startup environment
• Linux knowledge

About the Company

Nightfall is the AI-native, unified data loss prevention and insider risk management platform that protects sensitive data across SaaS apps, GenAI tools, email, endpoint devices, and more.