Support Engineer

About Veriato

Veriato is the behavioral visibility platform built to minimize risk and maximize productivity.

Just as companies track revenue, expenses, and customers in real time, they now need continuous insight into how people work, when behavior changes, and where risk begins.

Veriato delivers the visibility that equips security, compliance, HR, and leadership teams to act with intelligence, enabling earlier intervention, sharper decisions, and stronger outcomes.

Veriato pioneered Insider Risk Management more than 25 years ago and now leads a new category: behavioral visibility. From advanced telemetry to AI-powered scoring, Veriato brings proactive intelligence to people-centric risk and performance challenges.

This is a great time to join our growing, dynamic, and innovative team, as we expand our platform, including the upcoming launch of a major new platform. This is an exciting time to be in the world of cyber security.

As we expand our platform and capabilities, we're looking for a talented Support Engineer to join our growing team.

Position Overview

The Support Engineer provides expert assistance to customers and internal teams to resolve technical issues. This role involves troubleshooting network, endpoint, and cloud security tools, analyzing alerts, and responding to incidents. The engineer supports deployment, configuration, and maintenance of our solutions, ensuring optimal performance and compliance.

Responsibilities include diagnosing technical problems, documenting solutions, and escalating complex cases when necessary. Strong knowledge of security protocols, threat detection, and operating systems is essential. The role requires excellent communication skills, a customer-focused mindset, and the ability to work effectively in fast-paced, high-impact cybersecurity environments.

Responsibilities

• Serve as a dedicated technical resource and advocate for our customers, providing in-depth troubleshooting assistance and educating them on optimal use of our platform.
• Partner with our cross functional teams to resolve issues, engaging leaders internally or with customers and coordinating resources across multiple teams as needed.
• Translate learnings from customer issues into scalable solutions and implement improvements.
• Build strong relationships with sales and product engineering teams to make sure customer feedback is included in the development roadmap.
• Able to manage multiple escalations, context-switch cleanly, and prioritize impact.
• Own incident communications: clear status, impact, ETA, and next steps for both customer and internal stakeholders.
• Occasional out of hours expectations for troubleshooting and high priority issues required.

How we measure success

• Time to first meaningful response.
• Time to mitigation/resolution.
• Customer satisfaction on escalations and feedback quality from other teams.

Qualifications

• 5+ years of experience in technical support engineering or software engineering roles, with a focus on application development.
• Bachelor's degree in computer science or a related field and/or equivalent practical experience.
• Proven ability to identify technical pain points in both our solutions and our customers' implementations.
• Exceptional written and verbal communication: concise, structured updates, strong listening, empathetic, and calm under pressure.
• Proven ability to translate ambiguous customer reports into precise, testable problem statements.
• Due to certain security clearance requirements, you must be a US Citizen.

Bonus Qualifications

• Strong track record of building relationships with customers and cross-functional teams to drive performance improvements.
• Humble attitude, eagerness to help others, and willingness to acquire new knowledge to support team and customer success.
• Ability to operate with high efficiency, adeptly switch between contexts, work on multiple projects simultaneously, and prioritize effectively.
• Preference for short, deep-dive projects that involve chasing down problems and understanding diverse use cases.
• Proficiency in at least one scripting or programming language, with a preference for JavaScript used in our in-product rule engine.

Why Join Us?

We offer competitive pay, comprehensive benefits, and the opportunity to work for a Company that helps families and organizations stay safe, secure, and productive. You'll join a collaborative team where your expertise will directly shape the future of insider risk management.

We are an equal opportunity employer and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. All employment is decided on the basis of qualifications, merit, and business need. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.