Product Support Engineer

2 hours, 11 minutes ago
Full-time
Mid Level
Software Development
UpGuard

UpGuard

UpGuard is a cybersecurity ratings platform based in Sydney, Australia, specializing in third-party risk management and attack surface monitoring to prevent data breaches and enhance IT security.

Professional Services
51-250
Founded 2012
$47M raised

Description

  • Reproduce and diagnose technical issues that first-line support cannot resolve.
  • Provide clear solutions, explanations, or workarounds for customer problems.
  • Become a subject matter expert on the product’s features and technical behavior.
  • Understand and troubleshoot network security and data extraction-related issues.
  • Provide real-time communication during incidents and support escalations.
  • Write high-quality technical documentation for internal and external use.
  • Identify opportunities to automate support workflows or improve internal tooling.
  • Work closely with Engineers and Product Managers to prioritize fixes and feature requests based on customer impact.

Requirements

  • Proven ability to reproduce bugs, analyze complex systems, and identify root causes.
  • Strong understanding of Internet protocols, including SSL/TLS, DNS, HTTPS, and domain registration fundamentals.
  • Proficiency in extracting and analyzing data from sources such as PostgreSQL and Google Cloud logs.
  • Experience using CLI tools such as curl, nmap, and OpenSSL for diagnostics.
  • Strong technical curiosity and interest in cybersecurity and internet fundamentals.
  • Ability to work effectively across customers, product, and engineering in a fast-moving environment.
  • Desire to use tools like n8n to automate internal processes and improve response times (preferred).
  • Proficiency in or willingness to learn AI assistants such as Antigravity, Gemini, and Claude to accelerate research and documentation (preferred).
  • Must be able to pass a national police history check and reference checks.
  • Cannot require visa sponsorship or relocation.

Benefits

  • Remote full-time role with location options in Sydney, Melbourne, Hobart, or Brisbane.
  • Opportunity to work at a Certified Great Place to Work® in the US, Australia, UK, and India.
  • Join a scaling company fresh off a US$75M Series C.
  • Work on a global cybersecurity platform processing 100 billion risk signals daily.
  • Opportunity to work with autonomy on world-class technology at scale.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Field Support Representative - New Jersey

PROCEPT BioRobotics 251-1K Health Care Providers & Services

PROCEPT BioRobotics is hiring a remote Field Support Representative in New Jersey to provide technical support, field service, and equipment maintenance for its biomedical robotic systems supporting BPH treatment.

11 minutes ago

Field Service Technician II (Southeast MI)

K Group Companies 51-250 Internet Software & Services

K Group Companies is hiring a Field Service Technician II in Southeast Michigan to lead installations, configure and commission systems, and support customer training for physical security and technology projects.

TCP/IP
11 minutes ago

IT Support Specialist

Freelance Latin America 1-10 Professional Services

Freelance Latin America is seeking a client-focused Help Desk Technician (Level 1–2) to provide remote IT support for a growing portfolio of users and ensure smooth day-to-day operations.

DHCP DNS
11 minutes ago

Technical Support Engineer Tier 2 (BR 49)

OKTO 51-250 Diversified Financial Services

OKTO PAYMENTS is hiring a fully remote Tier 2 Technical Support Engineer in Brazil to investigate production incidents, support cross-functional teams, and help maintain the reliability of its global payments platform.

AWS Grafana SQL
26 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers