Senior Customer Support Engineer - NA

Filigran, founded in October 2022, stands out in the cybertech ecosystem for its commitment to revolutionizing cyber threat management with a proactive approach. Its mission is to develop innovative open-source solutions designed to anticipate cyber threats, identify security gaps, and strengthen organizational security posture.

Filigran solutions are now trusted by over 6,000 public and private organizations worldwide.

We’re looking for a Senior Customer Support Engineer to join our growing team, playing a key role in delivering an outstanding support experience to our customers.

Based in the United States and working remotely, you’ll be on the front line of communication, helping users resolve issues, understand our product better, and feel confident in their day-to-day use of our platform. By working closely with Customer Success Managers, Product, and Integration teams, you'll directly contribute to customer satisfaction and product improvement.

You’ll take ownership of a range of customer support tasks to ensure users get the help they need, when they need it:

1. Deliver timely and helpful support across multiple channels, ensuring a smooth experience for every customer.

2. Manage and prioritize technical support tickets via our ticketing system — escalating and following up as needed to maintain fast resolution times.

3. Provide real-time assistance via Slack, helping key customers with troubleshooting, best practices, and product guidance.

4. Support onboarding efforts in collaboration with CSMs, occasionally joining customer meetings or helping run training sessions.

5. Improve support processes and workflows, identifying recurring issues and proposing scalable solutions.

6. Maintain up-to-date documentation, keeping our technical support content, internal knowledge base, and FAQs current and relevant.

You’ll report to Head of Customer Support Engineering and collaborate closely with:

• The global Customer Support team

• Product and Integration teams for technical issue resolution and feature alignment

This is an individual contributor role, with no direct management responsibilities.

We’re looking for someone who’s both technically curious and passionate about helping others.

• Strong technical aptitude and ability to work with tools like OpenCTI and/or OpenAEV (training available)

• Experience in customer support, ideally in a SaaS or technical environment

• Advanced understanding of technical troubleshooting using test environments

• Familiarity with Cybersecurity, Security Operations, Cyber Threat Intelligence (CTI) concepts and the STIX standard

• General knowledge of cybersecurity tools like SIEMs, EDRs, firewalls, and threat intelligence platforms

• Excellent communication skills — written and spoken — to clearly explain technical concepts to a wide range of users

• Strong problem-solving mindset, with the ability to investigate issues and suggest practical solutions

• Familiarity with GraphQL and Python.

• High level of rigor and customer care, showing empathy and consistency in every interaction

• A collaborative spirit — you enjoy working as part of a team and helping others succeed

• Proactive, curious, and eager to learn across technical and product-related topics

We’re a fast-growing, global, and fully remote company on a mission to empower defense teams to be proactive — through open-source solutions that uncover threats and drive action.

• ⭐ What we believe

  We believe we do work that matters — uniting defenders into a global community to make security more open, resilient & collaborative.

• 💻 How we work

  That belief fuels how we work — with focus, clarity and high standards. Always with care and respect, never with ego.

• 🧭 What guides us

  That focus and care is grounded in our CORE values: Cohesion, Openness, Responsibility, and Equity — the compass that guides our decisions, collaborations, and growth, even when no one’s watching.

• Competitive pay + equity — everyone shares in our success

• Remote-first, flexible, and balanced — work that fits your life

• Your setup, your choice — pick the gear that works for you

We enable cybersecurity through inclusion — from code to culture.

At Filigran, we are proud to be an equal opportunity employer. We believe diversity of our people make our products and our team stronger. We welcome talent of every background, identity, and lived experience — regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status.

What matters here is what you bring — not what you look like, where you’re from, or how you identify.

Apply now and help us build the future of the cybersecurity ecosystem — together.