cybernut - Technical Support Engineer

Remote - USA2mo ago

Remote NA Life Insurance Insurance Technical Support Engineer Google Workspace Microsoft 365 SQL Documentation Reporting

Requirements

• Strong understanding of email systems (SMTP, SPF, DKIM, DMARC, email headers)—critical for reported threats triage and email delivery issues, which represent over 20% of support tickets. • Experience with browser extensions and web technologies—for add-on/extension troubleshooting (Chrome, Outlook). • SSO/SAML/OAuth configuration experience—for authentication issues. • Google Workspace and Microsoft 365 admin console familiarity—for directory sync, user management, and integration troubleshooting. • Basic API and log reading skills to interpret error messages, API responses, and webhook events without needing infrastructure access. • Familiarity with reading AWS CloudWatch logs to investigate issues before escalating. • SQL basics for read-only queries to verify data discrepancies without engineering involvement. • Excellent written communication— Clear, empathetic responses are critical for customer retention. • Triage instinct—ability to quickly classify tickets and determine if engineering is genuinely needed. • Customer-facing confidence—able to conduct screen-share troubleshooting calls when needed. • Documentation mindset—willing to build knowledge base articles as ticket patterns emerge. This is an investment in future scalability. • Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience. • Previous experience in a SaaS support or customer-facing IT role. • Experience working in, or with K-12 school districts is highly desirable. • Familiarity with HubSpot Help Desk or similar ticketing platforms. • Exposure to cybersecurity concepts: phishing, social engineering, threat reporting workflows. • Experience with Linear, Jira, or similar engineering project management tools. • Scripting basics (Python, Bash, or JavaScript). • Strong troubleshooting and problem-solving ability. • Ability to guide school IT staff through technical troubleshooting steps. • Clear written and verbal communication skills. • Google Workspace Admin Console, Microsoft 365 Admin Center, AWS Console (read-only), HubSpot, Slack, Linear, CyberNut Admin Portal, Fathom, Zoom. • Travel: Limited travel, with likely attending one company offsite, and 1-2 conferences annually. Benefits: Includes access to the company’s group health, dental, and vision insurance plans, basic life insurance, 18 days PTO, and 8 paid holidays.

Responsibilities

• Own Tier 1 support across all incoming channels (email, web form, chat) with a target first response time under 2 hours. • Diagnose and resolve email delivery issues, including phishing simulations not sending, emails stuck in pending, and campaign scheduling problems. • Resolve browser extension and add-on issues for the Chrome extension, Gmail add-on, and Outlook add-in, including installation errors, missing icons, and update problems. • Guide customers through onboarding, training campaign setup, team configuration, and platform walkthroughs. • Troubleshoot SSO and authentication issues, including SAML configuration, expired certificates, and login failures across Google and Microsoft identity providers. • Investigate user sync and directory integration issues with Google Workspace and Microsoft 365. • Escalate confirmed bugs to engineering with clear reproduction steps, relevant logs, and customer context via our internal ticketing process (Linear). • Verify fixes with customers after engineering deployments and close tickets. • Contribute to an internal knowledge base by documenting resolution steps for recurring issues. • Partner with Customer Success, Engineering, and Product teams to resolve issues and surface patterns that inform product improvements.