Junior Support Engineer

SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes SpyCloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further!

The Associate/Jr. Support Engineer provides enterprise-level technical support to SpyCloud customers and partners. You’ll troubleshoot technical issues, document findings, escalate when needed, and ensure customers receive timely, high-quality responses. This is a hands-on role that offers growth into advanced integrations, security concepts, and API troubleshooting.

What You'll Do:

• 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.

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.

Nice to Have:

• Familiarity with authentication methods (OAuth, tokens, API keys).

• Exposure to JSON parsing or scripting in Python or JavaScript.

• Awareness of security concepts (HTTPS, encryption basics) and API workflows.

• Optional experience with SIEM/SOAR tools, Tines, Splunk, Active Directory, or Windows server environments.

SpyCloud is not sponsoring visas at this time.

U.S.-Based Benefits + Perks (for Full Time Employees):

At SpyCloud, we are committed to working alongside individuals who are equally passionate about preventing cybercrime, regardless of their department or role. Guided by our core values in all business decisions, we prioritize unity in our mission and ensure all SpyCloud employees have the support and benefits they need to stay focused on our goals. In addition to our engaging workspace in South Austin, flexible and remote-friendly work options, and competitive salary package, we offer our employees a comprehensive benefits package that includes:

• 401(k) with Employer Contribution

• Health, Vision, and Dental Insurance

• Health Savings Account (HSA) available with Employer Contribution

• Employer Paid Life, Short-term, and Long-term Disability Insurance

• Generous PTO Plan and 16 paid holidays per year

U.K.-Based Benefits + Perks (for Full Time Employees):

• Retirement Savings Plan with Employer Contribution

• Employer Provided Private Health Insurance and Healthcare Cashplan

• Employer Paid Life Insurance and Income Replacement

• Generous Holiday Plan and 14 paid holidays per year

About SpyCloud:

SpyCloud is on a mission to disrupt the cycle of cybercrime. As the leader in Cybercrime Analytics, our solutions thwart cyberattacks that originate from the use of stolen data, including account takeover, ransomware, and online fraud. More than 550 customers and partners trust SpyCloud to protect users' identities, prevent targeted attacks, and unmask adversaries attempting to harm businesses and their customers.

To learn more and see insights on your company’s exposed data, visit SpyCloud.

Our Mission:

Our mission is to make the internet a safer place by disrupting the criminal underground. Together with our customers and partners, we aim to end criminals’ ability to profit from stolen information.

Who We Are:

SpyCloud is a place for innovative, collaborative, and problem-solvers to thrive. Individually, we’re amazing, but together, we’re unstoppable. We celebrate diversity and various perspectives and aim to create an inclusive and supportive environment for all. We are proud to be an Equal Employment Opportunity and Affirmative Action employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Women, minorities, individuals with disabilities, and protected veterans are encouraged to apply. SpyCloud complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

SpyCloud expressly prohibits any form of workplace harassment. Improper interference with the ability of SpyCloud's employees to perform their job duties may result in discipline up to and including discharge. SpyCloud shares the right to work and participates in the E-Verify program in all locations.

If you need assistance or accommodation due to a disability, you may contact us.

Our Culture:

Our culture is something really special. We’re all driven to disrupt the cybercriminal economy as we keep customer accounts safe from compromise. We support a truly worthy and serious mission, but we have fun doing it together. If you are driven, inventive, and collaborative, you’ll fit right in.

SpyCloud’s Recruitment Policy:

We will never ask an applicant for sensitive or personal financial information during the recruitment process. We advise all applicants seeking employment with SpyCloud to review available information on recruitment fraud. Anyone who suspects that they have been contacted by someone falsely representing SpyCloud should email [email protected].

Compensation Transparency Policy:

At SpyCloud, we believe in transparency and fairness in compensation. We strive to ensure that all employees are fairly compensated for their contributions, and we openly discuss our compensation philosophy and structure. We are committed to providing competitive salaries and benefits packages to attract and retain top talent, and we encourage open dialogue and feedback regarding compensation matters.

Learn more and apply: SpyCloud Careers

For applicants residing in California, please click here to read SpyCloud's CCPA Notice.