The Job
As a Technical Support Engineer at Panther Labs, you will be on the frontline
team partnering with our customers to find creative solutions for the
challenging technical issues they face every day. You will be working
collaboratively with product engineers, debugging and investigating complex
problems, and leveraging your engineering skills to deliver an amazing
experience for our customers. This is an exciting opportunity to grow your
experience as an engineer, while also helping build and scale a world-class
Customer Support team.
About Panther
Panther makes security teams smarter and faster than attackers.
We're building the AI SOC platform that modern security teams need. Our
Detection-as-Code approach, cloud-native architecture, and powerful security
data lake help teams detect and respond to threats at scale. Security teams at
leading companies use Panther to protect their organizations without the
overhead and costs of legacy SIEM solutions.
Founded by security practitioners who lived the pain of protecting large
organizations, we've raised $140M from Coatue, Lightspeed, ICONIQ Growth,
Snowflake Ventures, and others. We're a global, remote-first company serving
customers worldwide.
Our culture is built on flexibility, transparency, and collaboration. We operate
by three core values: Create Customer Love, Be an Owner, and Take Care of the
Team. We believe diverse perspectives make us better, and that building great
security technology should also mean building a rewarding place to work.
The Responsibilities
- Establish strong relationships with our customers, and set a high bar for
customer satisfaction.
- Utilize your knowledge of engineering to investigate, troubleshoot, and solve
complex technical issues.
- Proactively identify and improve inefficiencies in our team workflows.
- Collaborate with product engineers to ensure healthy communication between
customers and the backend of our organization.
- Be a champion and advocate for the customer experience throughout the broader
company.
- Build tools and processes to improve the effectiveness of the Support team as
it grows.
- Share customer insight with cross-functional stakeholders, to drive impact
for the product and company.
The Requirements
- Computer Science degree, bootcamp graduate, or strong portfolio of work in
software development / cybersecurity.
- At least 3+ years in Customer Support - technical support experience is a
plus.
- A strong background in programming, with experience in Python, AWS, and SQL.
- A genuine interest and passion for helping others, with a high degree of
empathy for the customer experience.
- A strict attention to detail, with outstanding troubleshooting / problem
solving skills.
- An eagerness to learn and further develop yourself professionally.
- Excellent written and verbal communication, with the ability to distill
complex information into easily understood language.
- Cybersecurity experience is a plus.
- Preferred candidates will be located in the PST timezone.
The Perks
- Equity
- Unlimited PTO policy, with a minimum requirement of 15 days off per year,
observing major CAN holidays
- Latest tech equipment & budget for your customized tech needs
- Extended Healthcare Coverage through Manulife
- Remote-friendly
Panther labs is an Equal Opportunity Employer. The Company prohibits
discrimination and harassment on the basis of race, color, national origin,
ancestry, sex (including pregnancy, childbirth, breastfeeding), gender, gender
identity, gender expression, sexual orientation, marital status, age, religious
creed, physical disability, mental disability, genetic information, military or
veteran status, or any other status protected by law. All employment decisions
are decided on the basis of qualifications, merit, and business need.
