Fable Security - Support Engineer

San Francisco, California, United States$120k - $160k+ Equity4mo ago

Remote Mid NA Cybersecurity Software Support Engineer Customer Relations JavaScript Python Cross-functional Collaboration Account Management

Requirements

• 2–5+ years in Technical Support, Support Engineering, Solutions Engineering, or a related customer-facing technical role in SaaS. Experience owning complex technical issues end-to-end. • Cybersecurity or Enterprise SaaS Exposure: • Experience supporting security platforms, GRC tools, IT infrastructure, or data-driven SaaS products is strongly preferred. • Technical Fluency: • Comfortable working with APIs, logs, JSON payloads, SSO (SAML/OIDC), and integration troubleshooting. Ability to navigate technical documentation and reproduce customer environments. • Startup Agility: • Experience in early-stage (Seed–Series C) or high-growth environments. Comfortable building processes from scratch and operating with ambiguity. • Communication Excellence: • Able to clearly translate technical findings into concise updates for both technical and non-technical stakeholders. Strong written documentation skills. • Ownership & Bias for Action: • Self-starter who thrives in fast-paced environments, takes initiative, and is motivated by delivering exceptional customer outcomes. • Familiarity with SIEM, SOAR, IAM, or SAT platforms • Hands-on scripting experience (Python, JavaScript, or similar) • Experience with support tooling (Zendesk, Jira, Intercom) • Security certifications (Security+, CCSP, CCSK, CISSP)

Responsibilities

• Customer Issue Resolution: • Serve as the primary technical escalation point for customer issues. Investigate, reproduce, and resolve platform, integration, and data-related challenges with urgency and ownership. • Technical Troubleshooting & Root Cause Analysis: • Analyze logs, APIs, configurations, and workflows to identify root causes. Partner with Engineering to validate fixes and ensure high-quality resolutions. • Integration & Implementation Support: • Support customers with API integrations, SSO/SAML setup, data ingestion pipelines, and security tool ecosystem connections. Provide clear technical guidance and documentation. • Support Operations & Process Building: • Establish ticketing workflows, SLAs, and escalation paths. Create scalable processes, knowledge base articles, and internal playbooks to reduce repeat issues and improve response times. • Cross-Functional Collaboration: • Work closely with Technical Account Management and Sales Engineering during onboarding and expansion to ensure technical adoption and smooth handoffs. • Customer Insights & Product Feedback: • Surface recurring issues, feature gaps, and field insights to Product and Engineering to influence roadmap prioritization and improve platform reliability.

Benefits

• Competitive base + performance bonus • Early equity ownership with significant upside • Rapid career growth and high visibility across GTM and Product • Opportunity to build and define the support function from the ground up • A collaborative, mission-driven culture and flexible work model • READY TO ARCHITECT THE FUTURE OF HUMAN RISK SECURITY? • Submit your resume and a brief note describing a complex technical issue you’ve owned from investigation to resolution—we’d love to hear how you approach problem-solving. • The estimated salary range for this position is $120,000 – $160,000/year. Total compensation may also include equity and other potential incentives. Final compensation will be determined based on relevant qualifications, work experience, skills, and other factors.