Product Support Engineer

SRAs mission is tolevel up every day to protect our clients and their customers. This begins with our team members and their experience. SRA prides itself onmaintaininga culture where team members have a shared sense of support and belonging consistent withour ItsPersonal company value. At SRA we prioritize transparent career pathing varied DEI programming and community groups competitive benefits including mental health support and an emphasis on a sustainable healthy and engaging work culture. SRA has twice been nameda BestPlace to Work by the Philadelphia Business Journal.

These Essential Functions Requirements and Skills are guidelines. If you are a candidate who does not meet this exact job description but candemonstrateexcellent organization attention to detail professionalism flexibility and self-direction in your professional background we hope you values a diverse workplace and strongly encourages people of all backgrounds to apply.

Summary/Objective

The Product Support Engineer will serve as the primary technical support and communication point for clients usingSCALR Sight SRAs cyber security analytics and metrics platform built on Azure services. Sight enables clients to ingest and analyze vulnerability and security telemetry in a centralized high-performance environment backed by Azure Data Explorer and Power BI.

This role acts as an essential bridge between our clientsDeliveryteam andDevelopmentteam. The Product Support Engineeris responsible fortroubleshooting platform issues diagnosing root causes guiding clients through data and dashboard questions and ensuring deployed Sight environmentsremainstableaccurate and operational. This is an outstanding opportunity to work with a modern cloud-native product and engage with well-known client organizations across a rapidly growing platform.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the primarysupportcontact for all client-reported issues related to SCALR Sight.

• Investigate and triage incoming support requests using Azure Data Explorer (KQL) Python utilities and platform telemetry.

• Perform root-cause analysis propose remediation steps and document resolutions within the internal knowledge base.

• Monitor client environments for health indicators ingestion failures dashboard anomalies or operational alerts.

• Collaborate with the Delivery team tovalidatedata ingestion transformations and Power BI dashboard behavior.

• Assist the Development team in reproducing issues verifying defects andvalidatingfixes.

• Communicate complex technical findings in a clear client-friendly manner.

• Protect the organizations value by keeping information confidential.

Additional/Optional Opportunities:

• Contribute enhancements to automation scripts data validation tools ordiagnosticsutilities.

• Participate in performance tuning and ingestion-pipeline improvements.

• Assistwith client communication artifacts release notes or training content.

• Exposure todevelopment practices cloud engineering and advanced data pipelines.

Supervisory Responsibility

Not Applicable.

Work Environment

This joboperatesin a professional office environmentor remotely as needed. This role routinely uses standard office equipment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job theemployeeis regularly required totalk and hear; use hands to finger handle or feel; and reach with hands and arms. The employeefrequentlyis required tostand and walk. This is alargely sedentaryrole.

Candidates with disabilities are encouraged to apply and any questions. Reasonable accommodations may be made to enable disabled individuals to perform the essential functions of this role.

Position Type/Expected Hours of Work

This is a full-timepositionand hours of work and days are Monday through Friday 8:30am to 5pm. Occasional evening and weekend work may berequiredas job duties demand.

Travel

N/A

Required Education and Experience

Candidates mustdemonstratea strong foundationand practical application in the following areas:

• Punctuality andtimelyattendance to external client and internal stakeholder needs.

• Experience:1-3 years of professional experience in technical support operations or data-focused roleora recentBachelors degree in Computer Science IT or a related field with relevant project work/internships.

• Experience with at least one query or database technology (Azure Data Explorer preferred; SQL PostgreSQL etc. acceptable).

• Azure Data Explorer (ADX) & KQL:Hands-on experience writingKusto Query Language (KQL)queriesto investigate product issues perform root cause analysis and extract service metrics from large datasets.

• Experience with at least one business analytics / visualization platform (Power BI preferred; Tableau or equivalent acceptable)to createmaintain and troubleshootdashboards and reportsin to visualize service health support ticket trends and operational data.

• Azure Functions Familiarity:Fundamental understanding ofserverless conceptsand the ability toleverageexistingAzure Functionsor deploy simple pre-written functions to automate repetitive support tasks or data processing (basic deployment/configuration knowledge is key not advanced development).

• Excellentorganizationskills and attention to detail.

• Flexibility to accommodate changing schedules of client and project needs

• While rare willingness to work extended hours to meet deadlines

• Communication:Excellent verbal and written communication skillsare paramount. Must be able to clearly explain complex technical issues and their resolutions to technical audiences (developers) and non-technical stakeholders (product managers customers).

• Problem-Solving:Strong analytical and diagnostic skills for triaging complex technical problems and clearly documenting the resolution path.

Preferred Qualifications and Experience

These skills will differentiate candidates and show potential for long-term growth in security and infrastructure:

• Vulnerability Management:General familiarity with thevulnerability lifecycle(discovery assessment remediation) and security best practices.

• Vulnerability Tooling:Exposure to or working knowledge of at least one open-source or enterprisevulnerability management tool(e.g. Nessus Qualys OWASP ZAP Microsoft Defender Vulnerability Management).

• Ticketing Systems:Experience working with enterprise ticketing systems like Jira or ServiceNow for tracking and managing support cases.

• Cloud Infrastructure:General knowledge of other Azure services (e.g. Azure Monitor Application Insights Log Analytics) and basic PowerShell scripting for administrative tasks.

• Customer Service:Prior experience in acustomer-facing technical supportrole.

Other Duties

Pleasenotethis job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

EEO Statement

Security Risk Advisorsisan Equal Opportunity Employer and prohibits discrimination or harassment of any kind. All employment decisions at SRA are based on business needs job requirements and individual qualifications without regard to race color sex sexual orientation gender identity or expression age religion national origin disability marital or family status veteran status medical condition or any similar category protected under federal state or local laws.

Work with Experts: Robust internal training program plus Company-paid external training. SRA recognizes the value of professional development for employees. Therefore we encourage our employees to pursue continuing education and role-specific training.

Mental Health Services: SRA has partnered with BetterHelp to provide SRA employees with free mental health support. BetterHelp connects individuals with licensed therapists for chat video and phone sessions.

Medical/Dental/Other (regular full-time employees only)

• Generous medical dental and vision benefits at different price points
• Company-paid disability and life insurance
• Company 401(k) plan including annual 3% safe harbor contribution
• Free patient advocacy service that helps find care providers and resolve insurance queries
• Free on-site wellness programming covering both emotional and physical wellness
• Generous parental leave sick leave and vacation policies
• Option to work remotely or with a flexible schedule when needed
• Company-paid cellphone with discounted accessories
• 1-2-3 Give Program: 1. SRA will give $1000 to a charity of your choice. 2. If you give an additional amount (up to $1000) then 3. SRA will match that amount up to $1000.