Technical Support Engineer

Exabeam

Job Location:

Broomfield, CO - USA

Yearly Salary: $ 50000 - 60000

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Description

Exabeam is the leader in behaviour intelligence for the agentic enterprise. As organisations deploy digital workers and confront machine-speed adversaries Exabeam delivers flexible industry-proven solutions for insider threat coverage of humans and agents and faster more accurate threat detection investigation and response (TDIR). Learn more at .

Exabeam: Stop Insider Threats. Human or AI.

The Technical Support Engineer I (TSE I) is anentrylevelsupportrole;you will serve as an early point of technical support forExabeamcustomers learning how to systematically diagnose issues apply documented solutions and gatherhighqualitydiagnostic information for efficient escalation. You will develop core skills in troubleshooting customer communication and cybersecurity platform fundamentals while supporting real enterprise environments under close mentorship.

This position is the starting point of the Technical Support Engineer career path with a clear supported progression into TSE II as skills and confidence grow.

Key Responsibilities

Customer Support & Case Handling

Respond to customer support requests and manage assigned cases at lower severities (primarily Sev 4 and scoped Sev 3) under established SLAsand KPIs.
- Perform structuredinitialtroubleshooting including:
- Issue assessment and reproduction
- Log configuration and environment data collection
Use of documented workflows and knowledge base articles
- Clearly document findings actions taken and next steps in the case management system to enable effective collaboration and escalation.
- Communicate professionally and clearly with customers accuratestatus updates and confirming outcomes or next actions.

Technical Learning & Troubleshooting

LearnExabeamsonpremisesandcloudnativesecurity platforms including ingestion parsing analytics and platform fundamentals.
Apply troubleshooting principles developed through:
- Academic coursework
- Labs and sandbox environments
- Shadowing senior engineers on live customer cases
Follow established playbooks runbooks and SOPs.
Recognize when an issue exceeds current skill scope and escalate with complete diagnostic context to senior engineers.

Collaboration & Development

Shadow and learn from TSE II and Senior TSEs during case reviews and escalations.
Participate actively in onboarding programs guided labs and product training.
Contribute to internal documentation and knowledge articles by capturing learnings and common resolutions as skills develop.
Engage in team standups case reviews and learning sessions to build confidence and technical depth.

Operational Discipline

Learn and consistently follow support processes escalation policies and communication standards.
Demonstratestrong casehygiene responsiveness and ownership of assigned work.
Actively seek feedback and incorporate coaching to accelerate development.

Required Qualifications

Bachelors degree or equivalent experience in:
- Computer Science
- Information Systems
- Engineering
- Cybersecurity or a related technical discipline
Demonstrated interest in technology and cybersecurity through coursework labs internships certifications in progress or personal projects.
Foundational understanding of:
- Linux or Windows operating systems
- Networking basics (TCP/IP DNS ports)
- Log files or system troubleshooting concepts
Strong written and verbal communication skills.
Curiosity coachability and a desireto learn complex systems.

Preferred Qualifications

Exposure to IT support helpdesk SOC or technical service environments.
Coursework or lab exposure to SIEM security analytics or cloud platforms (AWS Azure GCP).
Familiarity with scripting or query concepts (SQL Python Bash).
Experience using ticketing orissuetrackingtools.

Career Growth & Development

AtExabeam we actively encourage growth and skill thisroleyou 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 organization as your confidence and experience grow.

Working Hours &OnCallExpectations

This role supports customers across the United States and operates in a single assigned U.S. time zone (e.g. Eastern Central Mountain or Pacific).
Working hours may be established in any U.S. time zone based on business need at time of hire and once selected would likely not be adjusted
Standard working hours align with normal business hours for the assigned time zone.

Weekend Coverage

After successfully completing onboarding andramp up(typically 46 months) TSE I engineers willparticipatein a mandatory weekend support rotation.
Weekend coverage follows normal working hours for the assigned time zone (not overnight or extended shifts).
The rotation typically occurs once every 68 weeks shared across the team.
Weekend rotation is fully scheduled in advance and supported by senior team members.

This model ensures consistent customer coverage whilemaintainingpredictable schedules andworklifebalance.

Salary

The annual starting salary for this position is between $50000 - $60000 annually depending on experience and other qualifications of the successful candidate.

Bring your Whole Self to Work!

Diversity equity and inclusion are at the core of who we are. At Exabeam we know that diverse perspectives spark innovation improve creativity and position our team for success. Creating a culture where all are welcomed valued and empowered to achieve their full potential is important to who we are today and in the future. We hire the best of the best and do not discriminate based on race gender age religion sexual orientation identity or other personal factors.

Required Experience:

DescriptionExabeam is the leader in behaviour intelligence for the agentic enterprise. As organisations deploy digital workers and confront machine-speed adversaries Exabeam delivers flexible industry-proven solutions for insider threat coverage of humans and agents and faster more accurate threat d...