Technical Support Engineer

Company Overview

Brinqa is the leading provider of unified cyber risk management and security analytics. Our software empowers companies to make cyber risk decisions across a wide range of platforms quickly and efficiently. We help our customers’ cyber security and technology teams discover, prioritize and treat the most important risks based on real-time risk analytics, automated risk assessments, and remediation.

Role Overview

Brinqa has an immediate need for a Technical Support Engineer who will be responsible for investigating and resolving complex technical issues for our enterprise customers. You will use your technical expertise to troubleshoot issues across applications, configuration, and infrastructure. Brinqa is a data processing and analytics platform that ingests, consolidates, enriches, processes, and persists hundreds of millions of vulnerabilities daily. The ideal candidate will have a background supporting and implementing large-scale SaaS applications, with the ability to read and navigate complex codebases, analyze application behavior, and work independently through ambiguous production issues. Brinqa is seeking an engineer who is passionate about delivering high-quality technical solutions, communicating clearly with customers, and supporting some of the world’s largest enterprises. The position reports to a Manager of Customer Support.

Responsibilities

• Own resolution of technical issues for a portfolio of enterprise customers, from first response through final resolution - with the timeliness, diligence, and follow-through that keeps customer trust high and commitments met.
• Serve as the primary point of accountability for your accounts, communicating clearly and proactively with customers and internal stakeholders, especially on the toughest or most sensitive issues.
• Investigate and resolve complex, ambiguous production issues independently, partnering with Engineering and other teams when an issue needs to go beyond your desk.
• Take ownership of minor-to-moderate configuration changes within customer environments, using our internal knowledge base, tooling, and your own technical judgment to move quickly and confidently without waiting on escalation.
• Write clear, professional incident summaries and root-cause explanations that customers and leadership can act on with confidence.
• Act as an initiator and advocate for AI-assisted ways of working - proactively bring new tools and ideas to the team rather than waiting to be asked, and help others adopt what works.
• Contribute to a culture of continuous improvement and knowledge sharing.