Product Support Engineer - Remote

Overview

Material Security is looking for a Product Support Engineer to be the front-line connection between our customers and our engineering & product teams. You don’t just solve problems-you dive deep into customer-reported issues, connecting symptoms to root causes across the UI, data layer, and backend systems. Your investigations are precise, your communication is thoughtful, and your instincts are grounded in empathy and engineering-level detail.

In Short

• Investigate, triage and prioritize complex technical issues.
• Use SQL, GCP Logs Explorer, and Chrome developer tools to debug issues.
• Manage a queue of tickets and hit SLA targets.
• Bridge the gap between customers and internal teams.
• Maintain a deep understanding of the product.
• Communicate with customers clearly and asynchronously.
• Own customer communication during incidents.
• Contribute to technical documentation.
• Help evolve customer experience and support model.
• Be the technical lead for Eastern Time Zone business hours.

Requirements

• 5+ years in technical customer-facing roles in SaaS.
• Skilled in SQL and familiar with debugging tools.
• Ability to connect UI issues to backend code.
• Experience supporting APIs.
• Excellent written and verbal communication skills.
• Strong technical writing and video/screen capture skills.
• Growth mindset to define and scale support model.
• Collaboration experience with engineering and product teams.
• Willingness to participate in on-call rotations.
• Keen interest in email deliverability and security protocols.

Benefits

• Remote-first workplace.
• Competitive salary range.
• Comprehensive benefits package.
• Inclusive environment for all employees.
• Opportunities for growth and development.