Technical Support Engineer
Description
Exabeam is a global cybersecurity leader delivering AI-driven security operations across on-premise and cloud-native platforms. We are seeking a mid-level Technical Support Engineer (TSE) with 1–3 years of technical support experience to help customers successfully operate Exabeam’s cutting-edge security solutions.
In this customer-facing role, you will provide hands-on technical troubleshooting, own support cases from intake to resolution, and collaborate with senior engineers and Engineering/Product teams to resolve complex issues. This role offers strong opportunities to build technical depth, expand responsibility, and grow your career within a global Support organisation.
Responsibilities
- Provide technical troubleshooting and resolution for customer issues across Exabeam’s on-premise and cloud-native security platforms
- Own support cases end-to-end, including investigation, documentation, customer communication, and follow-through to resolution.
- Analyze logs, configurations, and system behaviour to identify root causes and recommend solutions or workarounds.
- Communicate clearly and professionally with customers, providing timely updates and managing expectations.
- Escalate issues appropriately to senior engineers or Engineering teams with clear summaries and supporting evidence.
- Contribute to internal knowledge bases and documentation to improve team efficiency and consistency.
Career Growth & Development
At Exabeam, we actively encourage growth and skill development. As a Technical Support Engineer, you’ll gain hands-on experience supporting modern security platforms, learn from experienced engineers and subject-matter experts, and have opportunities to progress and broaden your impact within the support organisation as your skills, confidence, and experience grow.
Requirements
- 1–3 years’ experience in a Technical Support, Helpdesk, NOC, or Customer Support Engineering role supporting enterprise software.
- Strong troubleshooting fundamentals and a structured, methodical approach to problem-solving.
- Good written and verbal communication skills, with the ability to explain technical issues clearly.
- Ability to manage multiple cases and priorities in a ticket-based support environment.
- Willingness to learn and support both on-premise and cloud-native architectures.
Preferred Qualifications
- Exposure to security platforms (SIEM, UEBA, SOAR) or adjacent areas such as logging, monitoring, or observability.
- Familiarity with Linux or Windows fundamentals, networking basics, and log analysis.
- Experience contributing to knowledge articles, runbooks, or internal documentation.
Location & Work Model
Hybrid (UK) — a combination of remote work and onsite collaboration at our Maidenhead area office.