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Technical Support Engineer (US remote)

September 17, 2026

About The Company ThreatModeler is an enterprise threat modelling platform that enables organisations to identify, understand, and manage security threats at scale. Our customers include security, engineering, architecture, and DevSecOps teams operating complex cloud, on-premises, and hybrid environments. Technical Support plays a critical role in helping those customers successfully deploy, integrate, operate, and get maximum value from the ThreatModeler platform. Purpose of the Role We are looking for a technically curious and customer-focused Technical Support Engineer to join our Technical Support team. You will be responsible for investigating and resolving technical issues across the ThreatModeler platform and the environments in which it operates. This can include application behaviour, REST APIs, authentication and SSO, databases, networking, containerised deployments, cloud infrastructure, integrations, and performance. This is a hands-on technical support engineering role focused on investigation, troubleshooting, root cause analysis, and problem resolution rather than traditional helpdesk support. You will own customer issues from initial triage through investigation and resolution, working directly with customers to understand their environment, gather evidence, reproduce problems, identify root cause, and provide clear solutions or workarounds. When an issue requires Engineering involvement, you will turn the customer problem into a high-quality technical escalation with clear reproduction steps, relevant logs and evidence, customer impact, troubleshooting already performed, and expected versus actual behaviour. You do not need to arrive as a threat modelling expert. We will expect you to develop a strong understanding of threat modelling and become highly knowledgeable about the ThreatModeler platform. Responsibilities <ul><li>Own customer support cases from initial triage through to resolution, ensuring agreed priorities and SLAs are met.</li><li>Troubleshoot technical issues across the application, APIs, authentication, databases, networking, integrations, and deployment infrastructure.</li><li>Analyse application and infrastructure logs, HTTP requests and responses, error messages, configuration, and other diagnostic information to develop and test hypotheses and identify root cause.</li><li>Reproduce customer issues and establish clear expected versus actual behaviour.</li><li>Determine whether an issue relates to product behaviour, configuration, permissions, infrastructure, data, integration behaviour, or a potential product defect.</li><li>Provide customers with clear, technically accurate troubleshooting guidance, solutions, and supported workarounds.</li><li>Troubleshoot REST API integrations using tools such as Postman, curl, or equivalent.</li><li>Assist customers with authentication and SSO integrations, including SAML and enterprise identity providers.</li><li>Investigate database, application, and infrastructure issues, including performance-related problems.</li><li>Work closely with Engineering on suspected defects and complex technical investigations, providing high-quality, evidence-backed escalations.</li><li>Collaborate with Customer Success and other internal teams to ensure customers receive clear and consistent communication throughout an investigation.</li><li>Create and maintain troubleshooting guides, knowledge articles, known issues, and technical runbooks, turning recurring investigations and solutions into reusable knowledge for the wider Support team. </li></ul>What We Offer <ul><li>Aetna Medical insurance including virtual care, robust network coverage , and mental health resources.</li><li>Guardian Dental insurance</li><li>HSA including company contribution</li><li>FSA programs for health, dependent care, and transit</li><li>Company-paid vision, life, short-term, long-term disability insurance</li><li>Vanguard 401(k)</li><li>Generous time-off, including take as you need PTO, sick leave, and paid parental leave</li><li>11 Company Paid Holidays</li><li>Professional Development Opportunities</li><li>Employee Assistance Programs </li></ul>Requirements Essential Skills <ul><li>Previous experience in a technical support, application support, DevOps, infrastructure, or similar technical role. Minimum 2 years of experience.</li><li>Strong troubleshooting skills with a methodical, evidence-based approach to diagnosing complex technical issues, testing assumptions, and distinguishing symptoms from root causes.</li><li>Good working knowledge of Linux and common networking concepts, including DNS, HTTP/HTTPS, TLS, ports, proxies, and connectivity troubleshooting.</li><li>Experience troubleshooting REST APIs using tools such as Postman or curl.</li><li>Ability to use SQL and relational databases to investigate application data and troubleshoot technical issues.</li><li>Familiarity with containerised applications and cloud environments.</li><li>Ability to analyse application and infrastructure logs to identify root cause.</li><li>Excellent written and verbal communication skills, with the ability to explain technical issues clearly to customers.</li><li>A strong sense of ownership and the ability to manage multiple technical investigations effectively. </li></ul>Desired Experience <ul><li>Docker, Kubernetes, and Helm</li><li>AWS or other cloud platforms</li><li>SAML, SSO, and enterprise identity providers such as Microsoft Entra ID or Okta</li><li>Nginx, Tomcat, and reverse proxies</li><li>SQL administration and performance troubleshooting</li><li>Observability and diagnostic tooling for logs, metrics, tracing, or application performance monitoring</li><li>Jira, ServiceNow, Zendesk, Salesforce or similar platforms</li><li>Cybersecurity, application security, or threat modelling </li></ul>Person Requirements We're looking for someone who enjoys getting to the bottom of difficult technical problems. You <ul><li>Take ownership of issues and follow them through to resolution.</li><li>Approach troubleshooting methodically, gathering evidence and testing assumptions before reaching conclusions.</li><li>Are naturally curious and comfortable investigating unfamiliar technologies.</li><li>Can distinguish symptoms from root causes and know when further investigation or escalation is required.</li><li>Communicate calmly, clearly, and professionally, particularly during high-priority customer issues.</li><li>Are comfortable working independently while collaborating effectively with Support, Engineering, Customer Success, and Product.</li><li>Learn unfamiliar technologies quickly and actively share knowledge and technical findings with others.</li><li>Look beyond individual cases to identify recurring problems and opportunities to improve documentation, processes, tooling, product supportability, and the overall customer support experience.</li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...