Technical Support Engineer

What You'll Do

• Be the first point of contact for our customers, managing tickets and urgent requests in line with SLAs
• Support customers during implementation and production of Menlo products
• Troubleshoot, reproduce, and analyze technical issues
• Update internal databases with resolutions, findings, and feedback
• Collaborate across Product, Sales, and Marketing teams to share insights
• Proactively reach out to customers, follow up on issues, and introduce new features
• Monitor social media and provide support where needed
• Help build and maintain our knowledge base

What You Bring

• 2+ years of experience in Tier 2 Technical Support (ideally in cybersecurity or software)
• Strong hands-on knowledge of Linux and Windows OS
• Familiarity with network protocols (TCP/IP, HTTP, proxies, load balancers)
• Experience troubleshooting complex technical issues with a customer-first mindset
• Great communication skills and fluent English
• Team player with high energy and empathy
• Experience with SaaS platforms (GCP a plus)
• Knowledge of Kubernetes infrastructure is an advantage
• BS in Computer Science or equivalent experience
• Willingness to work off-hours as needed
• On-call weekend services required as needed

Why Menlo?

Our culture is collaborative, inclusive, and fun! We have five core values: Stay Aligned, Get It Done, Customer Empathy, Think Creatively and Help Each Other Out. We believe in open communication, supporting new ideas, and sharing a mutual mindset of what we’re aiming to achieve together. There are tremendous opportunities to take initiative, implement new ideas, and have a hand in building a legacy.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.