Customer Support Engineer

Job Summary: 

MixMode is seeking a Customer Success Support Engineer to join our team either remotely or in our Santa Barbara office. This person is responsible for managing the technical health of our customers and ensuring their long-term success with our cyber defense platform. You will act as a primary technical resource, bridging the gap between high-level support and proactive customer enablement.

What you’ll be doing (responsibilities):

• Ticket Management: Overseeing and resolving technical support requests and cybersecurity issues efficiently.
• Customer Training: Conducting training sessions for new customer team members and providing deep dives into new platform features.
• Feature Deployment: Handling the setup and configuration of new features and specialized functionality for existing clients.
• Technical Consulting: Helping customers write scheduled tasks and develop custom queries to maximize platform utility.
• Relationship Building: Building strong, lasting relationships with key customer stakeholders to drive platform adoption and usage.
• Cross-Functional Collaboration: Collaborating with security operations, engineering, and product teams to communicate customer needs and feedback.

What you’ll need to bring (qualifications):

• Education: Bachelor’s degree in Computer Science, Cyber Security, or a relevant field, or equivalent experience.
• Experience: 2-4 years in a customer-facing Customer Success or Technical Support role.
• Core Technical Skills:
  • SIEM & NTA: Experience supporting and troubleshooting SIEM and Network Traffic Analysis platforms in customer environments.
  • Networking: Solid understanding of networking fundamentals and Syslog-based log ingestion.
  • Linux: Hands-on experience administering and troubleshooting RHEL, Rocky Linux, and Ubuntu systems.
  • Kubernetes: Familiarity with Kubernetes and containerized deployments preferred.

• Soft Skills:
  • Strong interpersonal and communication skills, with the ability to explain technical concepts clearly and concisely to diverse audiences.
  • Proven ability to train customers and present complex information in an engaging, accessible manner.
  • Skilled at building rapport and collaborating effectively with both customers and internal teams.
  • Able to work independently or as part of a cross-functional team.
  • Demonstrates self-awareness, empathy, and composure when navigating complex or high-pressure situations.
  • Strong problem-solving and troubleshooting abilities in complex cybersecurity environments.
  • Acts with integrity and maintains a positive, professional attitude in challenging circumstances.

We are open to hiring great talent who may have qualifications above or below those specifically listed in this job description. Pursuant to California law, we must display the pay range for this job. Since we are willing to hire within a broad spectrum of qualifications, we also reflect a broad pay range.  The range that we are targeting for this position is $110,000-$160,000, though we can adjust based on individual qualifications. Individual salary is determined by qualifications, role, level, and location.