About Nightfall:
Nightfall is the AI-native, unified data loss prevention and insider risk management platform that protects sensitive data across SaaS apps, GenAI tools, email, endpoint devices, and more. Hundreds of customers, spanning AI innovators to top 10 banks, trust Nightfall to detect and stop data exfiltration at scale. Nightfall enables organizations to innovate freely without the risks of losing intellectual property or exposing customer data. Our agentic platform helps security teams regain their time by putting data loss prevention on autopilot. With automatic remediation, security violations can be resolved automatically before they become incidents, and end-users can be automatically trained and coached in the moment to self-heal violations that they introduce.
Nightfall is backed by leading VC firms including Bain Capital Ventures (Enrique Salem - former CEO of Symantec), Venrock (early investors in Cloudflare), WestBridge Capital, Pear VC (early investors in Dropbox and Doordash), and a cadre of cybersecurity leaders including Frederic Kerrest (founder of Okta), Maynard Webb (former COO of eBay), Ryan Carlson (President of Chainguard), Kevin Mandia (founder of Mandiant), and many others.
About the role:
The Technical Support Engineer is a customer-facing role responsible for troubleshooting, supporting, and optimizing SaaS platforms, as well as assisting with endpoint deployments. This role combines technical knowledge and customer service, ensuring issues are resolved within SLA, while helping our customers be successful.
Resolve customer issues across SaaS apps, APIs, and integrations
Troubleshoot Nightfall integrations across SaaS platforms, such as Google Workspace, Gmail, M365, Slack, Salesforce, and more.
Diagnose API issues including authentication, request/response errors, and data flow
Support SIEM/SOAR integrations, webhooks, and automation workflows
Troubleshoot endpoint deployments - MSI, PKG, macOS profiles, and scripts
Support and troubleshoot deployments via MDM (Workspace ONE, Jamf, Kandji, Intune)
Collect and analyze logs across system, application, and security layers
Create and maintain knowledge base content using KCS practices
Support customer deployments and onboarding engagements, including endpoint rollout, SaaS integrations, policy configuration, and detector setup.
Support installs and help configure, and integrate the Nightfall platform within complex customer environments, including access controls and encryption.
Partner closely with Engineering and Product to diagnose issues, provide clear repro steps, and drive platform improvements.
Collaborate with Customer Success, Sales, and Solutions Engineering to retain our customers and grow the customer relationship through successful support.
4+ years of experience in a Technical Support, Technical Account Manager, or a similar SaaS role.
Hands-on experience with security or data platforms such as DLP, SIEM, SOAR, CASB, or cloud security solutions.
Strong troubleshooting skills and comfort working with APIs, integrations, logs, and SaaS/cloud architectures.
Experience with macOS and Windows systems and installing endpoints and extensions
Knowledge of PowerShell, Bash, or command-line tools
Experience with integrations, and endpoint troubleshooting
Ability to analyze logs and perform root cause analysis
Experience in not only solving problems for customers but educating them clearly
The desire to spin up a Zoom call with a customer instead of direct-messaging
Have a contagious drive for working with an exciting DLP product from its infancy.
Experience with AI/ML-driven security tools or data classification platforms.
Familiarity with AWS, GCP, or Azure environments.
Proven startup experience of being successful in a fast-moving environment.
Linux Knowledge
Environment
Nightfall AI takes pride in being an equal-opportunity employer. We value a diverse and global talent pool and the collaboration that results from having a diverse and inclusive team. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Our hiring decisions are based exclusively on merit, qualifications, and business needs.
Compensation
Employee compensation will be determined based on interview performance, level of experience, specialization of skills, and market rate. During the offer discussion, your recruiter will review the finalized base salary, bonus (for applicable roles), benefits & perks, and stock options as they’ll be reflected in the offer letter.
Resolve complex, critical networking and web security support escalations, troubleshoot customer issues, collaborate with Engineering, and document solutions while contributing feedback across the product lifecycle.
Own Level 4 support for cloud-based IAM services by resolving complex issues, preventing incidents through automation and monitoring, and improving service reliability within agreed SLAs.
Support application systems by investigating incidents, debugging business-impacting issues, improving system stability and availability, and using monitoring and continuous delivery practices to deliver reliable software.
Lead application reliability and production support by resolving major incidents, driving root-cause remediation, improving resilience and performance, and guiding operational readiness and observability.
Provides Tier III customer support for complex security and network issues, coordinating troubleshooting with customers and internal teams while reproducing problems and sharing findings with Engineering and Operations.
