Exabeam is a global cybersecurity leader delivering AI-driven security operations across on-premise and cloud-native platforms. We are seeking a mid-level Technical Support Engineer (TSE) with 1–3 years of technical support experience to help customers successfully operate Exabeam’s cutting‑edge security solutions.
In this customer-facing role, you will provide hands‑on technical troubleshooting, own support cases from intake to resolution, and collaborate with senior engineers and Engineering/Product teams to resolve complex issues. This role offers strong opportunities to build technical depth, expand responsibility, and grow your career within a global Support organisation.
Responsibilities
* Provide technical troubleshooting and resolution for customer issues across Exabeam’s on‑premise and cloud‑native security platforms
* Own support cases end‑to‑end, including investigation, documentation, customer communication, and follow‑through to resolution.
* Analyze logs, configurations, and system behaviour to identify root causes and recommend solutions or workarounds.
* Communicate clearly and professionally with customers, providing timely updates and managing expectations.
* Escalate issues appropriately to senior engineers or Engineering teams with clear summaries and supporting evidence.
* Contribute to internal knowledge bases and documentation to improve team efficiency and consistency.
At Exabeam, we actively encourage growth and skill development. As a Technical Support Engineer, you’ll gain hands‑on experience supporting modern security platforms, learn from experienced engineers and subject‑matter experts, and have opportunities to progress and broaden your impact within the support organisation as your skills, confidence, and experience grow.
Requirements
* 1–3 years’ experience in a Technical Support, Helpdesk, NOC, or Customer Support Engineering role supporting enterprise software.
* Strong troubleshooting fundamentals and a structured, methodical approach to problem‑solving.
* Good written and verbal communication skills, with the ability to explain technical issues clearly.
* Ability to manage multiple cases and priorities in a ticket‑based support environment.
* Willingness to learn and support both on‑premise and cloud‑native architectures.
Preferred Qualifications
* Exposure to security platforms (SIEM, UEBA, SOAR) or adjacent areas such as logging, monitoring, or observability.
* Familiarity with Linux or Windows fundamentals, networking basics, and log analysis.
* Experience contributing to knowledge articles, runbooks, or internal documentation.
Location & Work Model
Hybrid (UK) — a combination of remote work and onsite collaboration at our Maidenhead area office.
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