Technical Support Engineer (m/f/d)

SoSafe has the ambition to become the leading human risk management provider in Europe. Our award-winning awareness platform triggers behavioural change by providing effective and engaging training and simulations on cybersecurity and data protection. Cybercrime is predicted to cost the world $10.5 trillion annually by 2025 - we invite you to be part of the solution!

Are you passionate about deep technical forensics and excel at bridging the gap between Support and Engineering? If so, SoSafe has an exciting opportunity for you! Our Support Experts are looking for a Technical Support Engineer to elevate the customer experience.

In this role, you will be the vital link between our Customer Success teams and the Development team when critical customer issues arise. In this diverse technical role, you will be integral to our team, focusing on initial bug analysis, troubleshooting issues, and handling handovers to the engineering team.

We seek candidates who not only possess strong technical knowledge but also the empathy to genuinely understand and represent our diverse customer base.

Join one of the fastest-growing Tech scale-ups as a customer advocate and become a Cyber-Security-Hero with us! Help us build the team and the product that creates the Human Firewall within organizations, and together, let's make the internet secure.

Here's how you'll make a difference:

In this mission, you will be the driving force for an exceptional customer experience, ensuring a customer-centric mindset permeates all actions.

• Be acutely focused on time to resolution, collecting and utilizing data to hold all internal departments accountable for a seamless customer journey.

• Conduct in-depth root cause analysis and communicate clear solutions to the Customer Success teams.

• Work closely with the Product organization to troubleshoot customer issues and provide essential feedback that drives continuous product improvement.

• Cultivate a comprehensive knowledge of the multiple SoSafe products to genuinely empathize with and effectively address the customer's perspective.

• Be prepared to tackle various challenges, maintaining a clear and prioritized list of all outstanding customer requests.

What makes you a great fit:

• 3+ years of experience in a software technical support role, or similar experience in a related software background.

• Technical Experience:

  • Expected experience includes: Postgres (SQL), Javascript, APM tools (e.g., Datadog), Log File Analysis, Browser Dev Tools and AWS.

  • Nice to have: Knowledge of email protocols, generic networking, and security elements of the tech stack. Experience with Azure AD/SAML, and APIs is a plus.

• Great problem-solving mindset and the ability to troubleshoot technical issues effectively.

• Data-driven approach to decision-making, enabling proper definition and prioritization of customer requests.

• Effective communication to collaborate with Customer Success, Product Management, and Engineering, fostering a strong customer commitment within SoSafe.

• Experience working in remote, multi-cultural teams.

• A strong team player who is open-minded.

• Fluent in English.

What we offer*

• Work/Life balance: Flexible hours, 33 vacation days

• Wellbeing and financial support: Access to Open Up, corporate discounts

• Connection & community: Virtual events, collaborative team activities, and opportunities for local meet-ups

• And the list goes on: Tech equipment, referral bonuses, dog-friendly HQ

*Perks and benefits listed above are for full-time employees and may vary slightly by office location. These are just a sample — you'll learn more during the interview process.

About Us

At SoSafe, we’re on a mission to make the digital world safer by addressing the human factor in cybersecurity. As one of the fastest-growing security awareness scale-ups worldwide, we leverage behavioural science and data-driven learning to empower people against cyber threats. Our Human Risk Management approach helps organisations turn their employees into their strongest line of defence.

Backed by leading VCs like Highland Europe and Global Founders Capital, we’re rapidly expanding across the globe. We’re looking for team players who want to drive meaningful change in cybersecurity, take ownership of their work, and grow with us.

If you thrive in a vibrant, purpose-driven environment that values innovation, diversity, and collaboration, then this is the place for you!