Senior Technical Support Engineer

About Nightfall:

Nightfall is the AI-native, unified data loss prevention and insider risk management platform that protects sensitive data across SaaS apps, GenAI tools, email, endpoint devices, and more. Hundreds of customers, spanning AI innovators to top 10 banks, trust Nightfall to detect and stop data exfiltration at scale. Nightfall enables organizations to innovate freely without the risks of losing intellectual property or exposing customer data. Our agentic platform helps security teams regain their time by putting data loss prevention on autopilot. With automatic remediation, security violations can be resolved automatically before they become incidents, and end-users can be automatically trained and coached in the moment to self-heal violations that they introduce.

Nightfall is backed by leading VC firms including Bain Capital Ventures (Enrique Salem - former CEO of Symantec), Venrock (early investors in Cloudflare), WestBridge Capital, Pear VC (early investors in Dropbox and Doordash), and a cadre of cybersecurity leaders including Frederic Kerrest (founder of Okta), Maynard Webb (former COO of eBay), Ryan Carlson (President of Chainguard), Kevin Mandia (founder of Mandiant), and many others.

About the role:

The Technical Support Engineer is a customer-facing role responsible for troubleshooting, supporting, and optimizing SaaS platforms, as well as assisting with endpoint deployments. This role combines technical knowledge and customer service, ensuring issues are resolved within SLA, while helping our customers be successful.

WHAT YOU’LL DO

- Resolve customer issues across SaaS apps, APIs, and integrations

- Troubleshoot Nightfall integrations across SaaS platforms, such as Google Workspace, Gmail, M365, Slack, Salesforce, and more.

- Diagnose API issues including authentication, request/response errors, and data flow

- Support SIEM/SOAR integrations, webhooks, and automation workflows

- Troubleshoot endpoint deployments - MSI, PKG, macOS profiles, and scripts

- Support and troubleshoot deployments via MDM (Workspace ONE, Jamf, Kandji, Intune)

- Collect and analyze logs across system, application, and security layers

- Create and maintain knowledge base content using KCS practices

- Support customer deployments and onboarding engagements, including endpoint rollout, SaaS integrations, policy configuration, and detector setup.

- Support installs and help configure, and integrate the Nightfall platform within complex customer environments, including access controls and encryption.

- Partner closely with Engineering and Product to diagnose issues, provide clear repro steps, and drive platform improvements.

- Collaborate with Customer Success, Sales, and Solutions Engineering to retain our customers and grow the customer relationship through successful support.

WHAT WE’RE LOOKING FOR

- 4+ years of experience in a Technical Support, Technical Account Manager, or a similar SaaS role.