Customer Support Engineer

About Andesite:

Andesite is a technology company dedicated to transforming the capabilities and efficiencies of cyber defense teams. Our Artificial Intelligence (AI)-driven analytics platform simplifies cyber threat decision-making by dramatically accelerating the process of turning decentralized data into actionable insights. We were incubated in Red Cell Partners’ Cyber Practice and are supported by top venture capital firms like General Catalyst. Our team is born out of the security community and comes from a diverse range of backgrounds and experiences including the CIA, NSA, military, big tech, and start-ups. Based in Northern Virginia, but a remote first workplace lverage our deep experience and our bleeding-edge tech to serve both public- and private-sector customers. Andesite is proudly developing our technology alongside partners in the national security space. See more at andesite.ai.  

The Role:

We are seeking a dedicated and technically skilled Customer Support Engineer to join our team. In this role, you will provide exceptional technical support to customers during solution implementation and throughout their ongoing relationship with us. You will troubleshoot complex issues, assist with configurations, and ensure customers achieve their desired outcomes with our solutions. Your ability to combine technical expertise with excellent communication skills will be key to maintaining high levels of customer satisfaction.

Key Responsibilities:

• Implementation Support:
  • Assist customers during the implementation phase, ensuring successful deployment and configuration of our solutions.
  • Provide hands-on guidance for setting up integrations, including API configurations and custom workflows using Python scripts.
  • Act as a liaison between internal and customer teams to resolve technical challenges during onboarding.
• Ongoing Technical Support:
  • Act as the first point of contact for customer technical issues, providing prompt and effective troubleshooting.
  • Diagnose and resolve complex technical problems related to our solutions as well as integrations with third-party tools.
  • Escalate unresolved issues to engineering or product teams and ensure timely resolution.
  • Guide customers on leveraging advanced features of our solutions to maximize customer value.
• Customer Relationship Management:
  • Build strong, long-term relationships with customers by providing responsive and reliable support.
  • Educate customers on product features, updates, and best practices to maximize their value.
  • Proactively identify potential issues and work with customers to mitigate risks.
• Documentation & Knowledge Sharing:
  • Create and update technical documentation, FAQs, and knowledge base articles to empower customers with self-service resources.
  • Share customer feedback and insights with internal teams to drive product improvements.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• 2+ years of experience in technical support, customer support, or a related role in the enterprise cybersecurity domain.
• Strong understanding of cybersecurity technologies, including but not limited to SIEMs, Data Lakes, Endpoint Detection & Response, Threat Intel Platforms, Security
• Proficiency in Python for troubleshooting API integrations.
• Familiarity with CRM tools like Salesforce for tracking support tickets and customer interactions.
• Excellent problem-solving, communication, and interpersonal skills.

Preferred Skills:

• Certifications such as CISSP, CEH, or similar.
• Experience supporting cloud platforms like AWS, Azure, or Google Cloud.
• Knowledge of ITIL practices and incident management.

What We Can Offer:

• Top of market salary, bonus, and equity package for an early stage startup
• 100% employer-paid, comprehensive health insurance including medical, dental, and vision for you and your family
• Unlimited PTO, with your manager’s approval
• Flexible work environment where you manage your work day
• A remote-first environment, with occasional travel for in-person collaboration with customers, your team, and teammates
• 14 weeks of fully-paid parental leave

Andesite is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

We encourage candidates from all backgrounds to apply, even if you don't feel like you're a perfect fit. If you're passionate about contributing to our mission, we'd love to hear from you!

Salary Range: $150-210k. This represents the typical salary range for this position based on experience, skills, and other factors.

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