Technical Support Engineer

About SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint.

Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace,” by Crain’s NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of theWorld’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.” SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV and Riverwood Capital.

About the Role:

SecurityScorecard is seeking a Customer Support Engineer to serve as the first line of technical support for our customers. This role is responsible for diagnosing, troubleshooting, and resolving complex technical issues while delivering a high-quality, customer-centric support experience.

Customer Support Engineers act as trusted technical partners to customers, owning issues end-to-end, advocating internally for resolution, and collaborating closely with Engineering, Product, and other cross-functional teams. Success in this role requires strong technical problem-solving skills, clear communication, and a consultative approach to customer support, with a focus on meeting or exceeding Service Level Agreements (SLAs) and customer satisfaction targets.

Key Responsibilities:

Customer Issue Ownership & Technical Resolution

• Take full ownership of complex customer issues, performing advanced troubleshooting, root cause analysis, and driving resolution to completion.
• Diagnose and resolve challenging technical cases using a deep understanding of the SecurityScorecard platform and available diagnostic tools.
• Act as an escalation gatekeeper, coordinating with Engineering to document, track, and resolve critical product issues.

Platform Expertise & Product Support

• Serve as a technical expert supporting customers with platform functionality, including security questionnaires, mappings, data validation, and compliance reporting (e.g., HyperComply).
• Provide accurate, reliable guidance—both technical and non-technical—to help customers successfully deploy, integrate, and utilize the platform.
• Maintain strong platform fluency across all core product capabilities to enable effective troubleshooting.

Customer Advocacy & Service Quality

• Advocate internally on behalf of customers to ensure timely resolution of issues and a high-quality support experience.
• Meet or exceed key performance indicators (KPIs) related to response quality, resolution time, and customer satisfaction.
• Demonstrate a customer-centric mindset by building trust through empathy, clarity, and consistent communication.

Cross-Functional Collaboration

• Serve as the primary technical point of contact for customers while coordinating internally across Engineering, Product, and other teams.
• Provide structured customer and technical feedback to inform product improvements and internal process enhancements.
• Partner cross-functionally to improve overall support workflows and customer experience.

Knowledge Management & Team Enablement

• Create, maintain, and contribute to internal and external knowledge base documentation to support team efficiency and customer self-service.
• Actively share product and technical knowledge within the support organization to promote collaboration and continuous learning.
• Mentor teammates by responding to technical inquiries and serving as an escalation resource when needed.

Continuous Improvement & Automation

• Identify opportunities to improve support efficiency through process optimization and automation.
• Develop tools or scripts (using applicable scripting languages) to streamline workflows and reduce repetitive tasks.
• Collaborate with other business units on initiatives designed to enhance the end-to-end customer support experience.

Operational Requirements:

• Availability to support customers across assigned shifts (US, CA, EMEA, APAC, or other designated regions).
• Ability to operate effectively in a fast-paced, metrics-driven support environment.

Required Qualifications:

• 3+ years of experience in customer support, technical support, system administration, or a related customer-facing technical role.
• Bachelor’s degree in Cybersecurity, Computer Science, Management Information Systems, or a related field, or equivalent practical experience.
• Experience supporting large Enterprise customers and communicating effectively with senior stakeholders.
• Familiarity with support and ticketing tools such as Salesforce, Zendesk, Jira, or similar platforms.
• Foundational understanding of information security and compliance frameworks (e.g., ISO 27001, SOC 2, SIG) and the ability to explain security controls to external audiences.

Preferred Qualifications:

• Experience supporting a SaaS platform delivering cybersecurity services.
• Proficiency in at least one scripting language (e.g., Python) for automation or utility development.
• Experience mentoring junior team members or acting as a technical escalation point.
• Direct experience handling security assessment questionnaires (e.g., SIG) or vendor due diligence processes.
• Bachelor’s degree in Cybersecurity or equivalent hands-on cybersecurity experience.

What You'll Bring:

• A customer-first mindset with a strong commitment to delivering excellent support experiences.
• Strong analytical and problem-solving skills with the ability to work independently.
• Clear, professional communication skills across technical and non-technical audiences.
• A collaborative approach and willingness to contribute to continuous improvement efforts.

Benefits:

The estimated total compensation range for this position is ₹1,500,000 – ₹2,000,000 per year (base plus bonus). Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits.

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based on merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law.

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact [email protected].

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law.

SecurityScorecard does not accept unsolicited resumes from employment agencies. Please note that we do not provide immigration sponsorship for this position. #LI-DNI