Technical Support Engineer

About us

TruffleHog is a popular open source tool used by security researchers all over the world to find leaky API keys and responsibly disclose them to affected companies. This provides income through bug bounty platforms like HackerOne to individuals that may otherwise have a hard time finding employment. This also prevents breaches from occurring, which can be very costly for companies to resolve.

When we founded Truffle Security Co. in February of 2021, we committed to continue to grow a community with security researchers around the world, and continue to provide free and open resources to support those that make the world more secure. We have a strong commitment to open source and to the community. We’re looking for help supporting our mission to prevent leaking credentials and build the best products for machine identity protection.

At Truffle, you’ll have the opportunity to join a fully remote, collaborative team contributing to meaningful advancements in cybersecurity.

About the role

We are looking for a Technical Support Engineer who thrives on problem-solving, enjoys working with customers and collaborating with engineers to tackle technical issues to resolution. In this role, you’ll be the critical link between our customers and our engineering team, to ensure issues are investigated and resolved efficiently, while maintaining an exceptional customer experience. 

This customer-facing role will serve as the first point of contact when an issue arises and the final point of contact once the issue is resolved. Along the way, you'll contribute to improving internal and external documentation, testing, and enhancing our communication processes. You’ll collaborate closely with a diverse set of teams such as Engineering, Product, Customer Success, and Sales to gain a broader understanding of the business, with opportunities for growth as you develop in the role. 

Our stack includes Kubernetes on GCP, Terraform, Docker, gRPC, and Go.

What you'll be working on

• Digging in to our customer’s technical issues, triaging customer helpdesk tickets
• Own the end-to-end resolution process or escalate to the engineering team when needed, ensuring follow-through to closure.
• Evaluate the severity and priority of tickets based on customer context and urgency.
• Respond to tickets within defined SLAs, such as a 24-hour turnaround for urgent issues.
• Communicate effectively with customers to gather details, discuss resolutions, and provide a seamless experience.
• Enhance internal and external documentation to clarify processes and solutions.
• Participate in on-call duties to support customers across time zones.
• Act as the voice of the customer by sharing feedback and feature requests with the product and engineering teams.

What we're looking for

• 3+ years of prior experience in customer support; technical support experience in a SaaS or security-focused environment is a strong plus.
• Familiarity with Python or other programming languages, with a technical background to effectively understand logs and navigate the code base.
• Strong written and verbal communication skills, with the ability to empathize with customers and convey technical concepts clearly.
• Attention to detail, ensuring that no ticket or issue falls through the cracks.
• Experience managing customer relationships across different geographies.
• Passionate about continuous learning - no one is expected to know everything on day 1

Bonus points

• Experience with Go, or willingness to learn it.

Salary range: The target base salary range for this position is between $102,000 to $120,000 for candidates in the United States. Starting salary will vary based on job-related skills, knowledge, and experience. Leveling will be determined during the interview process. You may also be offered a bonus, stock options, and benefits. These salary ranges are subject to change, and we encourage candidates outside of this salary range to apply.

How we support our team

• Fully remote within the U.S. – We believe opportunity shouldn’t be limited by geography. Our remote-first approach lets us hire the best people across the United States and empowers them to do their best work from wherever they are.
• A culture of mentorship, equity, and psychological safety – We’re committed to fostering an environment where you can thrive, learn, and feel valued.
• Competitive salary & meaningful equity