Technical Support Engineer
Description
Exabeam is a global cybersecurity leader delivering AI-driven security operations across on-premises and cloud-native platforms. We are looking for a Junior Technical Support Engineer who is passionate about technology and has a strong interest in cybersecurity to join our Support team.
In this role, you will be the first line of technical support for customers, learning how to diagnose issues systematically, apply solutions from a growing knowledge base, and gather clear diagnostic details for efficient escalation when needed. You will develop your skills in troubleshooting, customer communication, and security platform fundamentals while supporting real enterprise environments.
Responsibilities
- Respond to customer support requests and perform initial troubleshooting across Exabeam’s on-premises and cloud-native security platforms.
- Diagnose common issues by following documented workflows and using internal knowledge resources to deliver accurate, timely resolutions.
- Perform careful initial data gathering (logs, configurations, environment details) and document findings clearly in the case record.
- Escalate novel or complex issues to more senior engineers with concise summaries and complete diagnostic context to ensure a smooth handover.
- Communicate professionally with customers, providing clear updates and confirming outcomes or next steps.
- Contribute to the team knowledge base by documenting learnings and known resolutions as you grow.
Requirements
- Demonstrable interest in technology and cybersecurity (e.g. coursework, certifications in progress, labs, home projects, internships, or entry-level experience).
- Foundational understanding of troubleshooting concepts and willingness to follow structured diagnostic workflows.
- Strong written and verbal communication skills with a customer-first mindset.
- Ability to learn quickly, ask good questions, and work effectively as part of a team.
Qualifications
- Any previous exposure to IT support, helpdesk, customer support, or service environments will be considered an advantage.
- Familiarity with Linux or Windows fundamentals, basic networking concepts, or working with log files is beneficial but not essential.
- An interest in cybersecurity learning paths, certifications, or hands-on platforms is advantageous.
Career Growth & Development
At Exabeam, we actively encourage growth and skill development. In this role you will follow a structured learning path focused on building speed, consistency, and accuracy in resolving common customer issues. With support from experienced engineers, guides, and hands-on learning, you will have opportunities to broaden your skills and progress within the support organisation as your confidence and experience grow.
Location & Work Model
Hybrid (UK) — a combination of remote work and onsite collaboration at our Maidenhead area office.