[Remote] Junior Support Engineer at SpyCloud

United Kingdom

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Not SpecifiedCompensation

Junior (1 to 2 years), Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

CybersecurityIndustries

Requirements

1–3 years in a technical support or customer-facing role (help desk, SaaS support, or similar)
Basic understanding of internet technologies, REST APIs, and HTTP response codes
Comfortable using tools like Postman, cURL, or browser developer tools to inspect API requests and responses
Strong problem-solving skills, organization, and ability to manage multiple cases simultaneously
Excellent written and verbal communication skills with a customer-first mindset

Responsibilities

Respond to customer cases via phone, email, and web tools, maintaining SLA adherence and clear communication
Participate in a 24x7 support rotation and follow escalation procedures for complex issues
Reproduce customer issues and document findings, including steps to reproduce and environment details
Troubleshoot technical issues with guidance, including SaaS platform configuration and basic API calls
Track and meet key support metrics, including first-response time, time to resolution, and customer satisfaction
Share patterns, recurring issues, and suggested improvements with the support and product teams
Contribute to knowledge-base articles and maintain accurate documentation for future reference

Skills

Key technologies and capabilities for this role

technical supportSaaSREST APIsHTTPPostmancURLbrowser developer toolstroubleshootingSLAproblem-solving

Questions & Answers

Common questions about this position

What benefits does SpyCloud offer?

SpyCloud offers a comprehensive benefits package including an engaging workspace in South Austin, flexible and remote-friendly work options, and competitive salary package for full-time employees.

Is this a remote position, and what's the location policy?

SpyCloud provides flexible and remote-friendly work options along with an engaging workspace in South Austin.

What are the required skills for the Junior Support Engineer role?

Requirements include 1–3 years in a technical support or customer-facing role, basic understanding of internet technologies, REST APIs, and HTTP response codes, comfort with tools like Postman, cURL, or browser developer tools, strong problem-solving skills, organization, and excellent written and verbal communication skills.

What is the company culture like at SpyCloud?

SpyCloud is committed to working alongside individuals passionate about preventing cybercrime, guided by core values that prioritize unity in the mission, with support and benefits to keep employees focused on goals.

What makes a strong candidate for this Junior Support Engineer position?

A strong candidate has 1–3 years in technical support or customer-facing roles, basic knowledge of internet technologies, REST APIs, HTTP codes, and tools like Postman or cURL, plus strong problem-solving, organization, and communication skills with a customer-first mindset.

SpyCloud

Cybersecurity for threat intelligence protection

About SpyCloud

SpyCloud specializes in cybersecurity, focusing on threat intelligence and identity protection for businesses. Its main product, the Cybercrime Analytics Platform, uses data from the dark web to help detect and prevent cyber threats like malware and ransomware. Unlike competitors, SpyCloud offers a comprehensive solution that combines threat intelligence, identity protection, and incident response in one platform. The company's goal is to enable businesses to proactively defend against cyber threats and reduce the risk of data breaches.

Austin, TexasHeadquarters

2016Year Founded

$197.9MTotal Funding

GROWTH_EQUITY_VCCompany Stage

CybersecurityIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Unlimited Paid Time Off

Meal Benefits

Flexible Work Hours

Remote Work Options

Risks

Emerging startups like SevenAI and Nexus challenge SpyCloud's market position.

Infostealer malware rise requires continuous adaptation of SpyCloud's solutions.

Resource diversion to Air Force contract may affect service delivery to existing clients.

Differentiation

SpyCloud uses unique recaptured darknet data for cybercrime analytics.

SpyCloud's Cybercrime Analytics Platform offers actionable insights to prevent ransomware and account takeovers.

SpyCloud collaborates with Pentera to reduce dwell time of compromised credentials.

Upsides

SpyCloud raised $35M to enhance account takeover prevention capabilities.

SpyCloud's Air Force SBIR contract indicates growth potential in government partnerships.

SpyCloud Labs positions the company as a thought leader in cybersecurity research.

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