About Secureframe
At Secureframe, we are not just a company; we are at the forefront of revolutionizing cybersecurity compliance. Recognized as one of the industry's most innovative and trusted providers, Secureframe has consistently received accolades for our advanced technology solutions and commitment to excellence. With a robust portfolio of products that safeguard thousands of businesses worldwide, we have been featured in major publications such as Forbes’ next billion dollar startups, TechCrunch, and The Wall Street Journal for our transformative impact on the way companies achieve and maintain compliance standards.
As we continue to grow, our mission remains clear: to provide seamless, secure compliance solutions that enable businesses to focus on what they do best. Joining Secureframe means becoming part of a dynamic team dedicated to professional excellence and continuous learning in an environment that values creativity and forward-thinking.
Secureframe is backed by top VCs including Kleiner Perkins, Accomplice, Gradient Ventures (Google’s AI Fund), BoxGroup, Village Global, and many more.
About the role
This role is an opportunity to be an integral part of the customer’s journey here at Secureframe.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and post-sales procedures.
To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.
What you'll do
- Tier 2 Support Engineers handle escalated, technically complex customer issues with a primary focus on integrations and cloud-based systems. This role is responsible for debugging issues across Secureframe’s integration ecosystem and working cross-functionally to drive resolution.
- Troubleshoot complex issues related to integrations, including AWS, Azure, GitHub, Intune, identity providers, data sync errors and more
- Investigate API failures, permission issues, misconfigurations, and unexpected integration behavior
- Review logs, error outputs, and system behavior to identify root cause
- Validate cloud-side configurations such as IAM roles, service principals, API scopes, and permissions
- Escalate product or platform issues to Engineering with clear reproduction steps and technical context
- Communicate technical findings to customers in a clear, actionable manner
- Contribute to internal documentation, runbooks, and Help Center content to reduce repeat issues
- Assist Customer Support team with Live Chats on a daily basis
Who we're looking for
- This role requires a strong technical foundation, particularly in cloud environments, but does not require deep expertise in every integration.
- 2+ years of experience in technical support, systems engineering, DevOps, SRE, or a cloud-focused role
- Hands-on experience with cloud platforms (AWS and/or Azure) and cloud-native concepts
- Comfortable using Zendesk, JIRA, Linear, etc..
- Comfortable troubleshooting APIs, authentication flows, permissions, and integration failures
- Experience working in Linux environments and interpreting logs and system output
- Ability to reason through unfamiliar systems and integrations (300+ integrations supported)
- Strong problem-solving skills and ability to work independently on ambiguous technical issues
Secureframe is an equal opportunity employer. We aim to create an environment where every team member at Secureframe feels like they belong so they can have a greater impact on our business and customers. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Collaboration, connection, and having fun with colleagues is an important part of our culture as a remote-first company. Therefore, all employees must be able to travel by air to company off-sites two to four times per year (reasonable accommodations will be made where appropriate).
We've become aware of fraudulent job offers and recruiters falsely claiming to represent Secureframe.
Please note:
1. Official Communication: All genuine Secureframe recruiting communication and job offers are sent from @secureframe.com email addresses.
2. No Fees: We never ask for payments or fees from job applicants at any stage.
