Technical Support Engineer

Brinqa is looking for a Technical Support Engineer to help enterprise customers resolve complex technical issues end to end. The role focuses on troubleshooting across applications, configuration, and infrastructure, with independent ownership of ambiguous production problems and close collaboration with engineering to reach final resolution.

As a key customer-facing resource, you will manage a portfolio of enterprise accounts, communicate proactively on sensitive incidents, and help customers and internal stakeholders understand what happened and what to do next.

What you’ll do

• Own resolution of technical issues for a portfolio of enterprise customers, handling cases from first response through final resolution with consistent timeliness, diligence, and follow-through.
• Account-level accountability by serving as the primary point of contact and communicating clearly and proactively with customers and internal stakeholders, particularly on the most complex issues.
• Investigate and resolve complex, ambiguous production issues independently, and partner with Engineering and other teams when the scope goes beyond your area.
• Implement minor-to-moderate configuration changes within customer environments using Brinqa’s internal knowledge base, tooling, and technical judgment to move quickly without escalation.
• Produce incident summaries and root-cause explanations that customers and leadership can use with confidence.
• Advocate for AI-assisted workflows by proactively bringing new tools and ideas to the team and supporting adoption of what works.
• Drive continuous improvement by sharing what you learn so knowledge is not siloed.
• Represent the voice of the customer internally to help prioritize the issues that matter most.

Requirements

• 3+ years in a technical, customer-facing support or implementation role supporting enterprise B2B SaaS customers.
• Strong problem-solving and the ability to work through ambiguous, high-stakes issues independently with sound judgment.
• Excellent written and verbal communication, including comfort delivering both positive outcomes and difficult news professionally and clearly.
• Experience with graph databases (e.g., Neo4j), NoSQL data stores, or distributed SQL systems (e.g., Yugabyte), plus general comfort working within modern SaaS applications.
• Working knowledge of Groovy (or another object-oriented language), with the ability to read, navigate, and make minor-to-moderate code changes.
• Experience partnering with Operations/infrastructure functions to resolve issues beyond the application layer.
• Working knowledge of REST APIs and API-testing tools such as Postman.
• Ability to reproduce reported issues, document clear reproduction steps, and partner with Engineering through final resolution.
• Experience testing and validating code changes, bug fixes, product features, and customer-specific configurations before deployment.
• A genuine interest in AI and automation, with a track record (or clear enthusiasm) for adopting or researching new tools to improve team efficiency.
• Ownership and reliability so customers and teammates trust that issues on your plate are actively handled.
• Comfort in a fast-paced, high-accountability environment where customer trust and commitments matter.
• BS in Computer Science, Computer Engineering, Information Technology, or a related discipline is preferred.

Technologies

• Neo4j
• Yugabyte
• Groovy
• REST APIs
• Postman

Ideally

• Background in cybersecurity, GRC, or vulnerability management.
• Experience mentoring or upskilling teammates on new tools or ways of working.
• Prior experience in a hybrid support/technical-implementation capacity.

Location and level

• Location: Remote
• Primary support hours: Central and Pacific US time zones
• Experience level: Minimum 3 years