Technical Support Lead ensuring operational performance of trackside friction management units. Working within Field Service team for troubleshooting, repairs, and software updates.
About the role
- Support Engineer at Fable Security owning the technical support experience post-sale. Troubleshooting complex issues and guiding customers with integrations and implementation.
Responsibilities
- Own the end-to-end technical support experience for our customers.
- Serve as the primary technical point of contact post-sale.
- Troubleshoot complex issues and guide customers through integrations and implementation questions.
- Build the systems and processes that allow support to scale as we grow.
- Serve as the primary technical escalation point for customer issues.
- Investigate, reproduce, and resolve platform, integration, and data-related challenges with urgency and ownership.
- Analyze logs, APIs, and configurations to identify root causes.
- Support customers with API integrations and provide clear technical guidance and documentation.
- Establish ticketing workflows, SLAs, and escalation paths.
- Work closely with Technical Account Management and Sales Engineering during onboarding and expansion to ensure technical adoption and smooth handoffs.
- Surface recurring issues, feature gaps, and field insights to improve platform reliability.
Requirements
- 2–5+ years in Technical Support, Support Engineering, Solutions Engineering, or a related customer-facing technical role in SaaS
- Experience owning complex technical issues end-to-end.
- Experience supporting security platforms, GRC tools, IT infrastructure, or data-driven SaaS products is strongly preferred.
- Comfortable working with APIs, logs, JSON payloads, SSO (SAML/OIDC), and integration troubleshooting.
- Ability to navigate technical documentation and reproduce customer environments.
- Experience in early-stage (Seed–Series C) or high-growth environments.
- Able to clearly translate technical findings into concise updates for both technical and non-technical stakeholders.
- Strong written documentation skills.
- Self-starter who thrives in fast-paced environments, takes initiative, and is motivated by delivering exceptional customer outcomes.
Benefits
- Competitive base + performance bonus
- Early equity ownership with significant upside
- Rapid career growth and high visibility across GTM and Product
- Opportunity to build and define the support function from the ground up
- A collaborative, mission-driven culture and flexible work model
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