Technical Support Engineer (Pacific Time Zone)

📋 Description

• • Be the first line of defense for Panther’s rapidly-growing customer base as a Technical Support Engineer working Pacific Time Zone hours. You will own the end-to-end support experience for security teams at Fortune 500s, high-growth start-ups, and everything in between, ensuring they can detect breaches anywhere in their environment.
• • Triage, reproduce, and resolve complex technical issues spanning cloud-native architectures, detection-as-code, and large-scale security data lakes. You will become the go-to expert on Panther’s internals, from how log data is ingested and normalized to how Python-based detections execute at petabyte scale.
• • Partner directly with Panther’s engineering, product, and customer success teams to turn customer pain points into product improvements. You will file detailed bug reports, propose feature enhancements, and see your feedback shipped to production in weeks—not quarters—because Panther ships code daily.
• • Deliver white-glove onboarding and ongoing enablement for new and existing customers. This includes guiding them through initial data onboarding, tuning detections for their unique threat models, and advising on best practices for high-performance queries in Panther’s security data lake.
• • Build and maintain a living knowledge base of runbooks, troubleshooting guides, and code snippets that empower customers to self-serve while reducing mean-time-to-resolution (MTTR). You will also author internal tooling that automates repetitive diagnostics and log forensics.
• • Champion customer voices in weekly cross-functional stand-ups. You will present customer health metrics, escalations, and top feature requests, ensuring the entire company stays laser-focused on what security practitioners need most.
• • Provide after-hours coverage aligned with Pacific Time Zone business hours (roughly 8 AM–5 PM PT) and participate in a lightweight on-call rotation that respects work-life balance. When critical incidents arise, you will orchestrate war-room bridges, coordinate status updates, and drive post-mortems that prevent recurrence.
• • Contribute to Panther’s open-source detection engine and documentation. Your pull requests will improve parsing for new log types, add sample detections, and refine public docs so the broader security community benefits from your expertise.
• • Measure and optimize customer satisfaction (CSAT) and Net Promoter Score (NPS) through data-driven insights. You will analyze ticket trends, identify systemic issues, and implement process improvements that scale support quality as Panther doubles its customer base year-over-year.
• • Mentor junior support engineers and serve as a technical escalation point. You will run weekly knowledge-sharing sessions, pair on gnarly tickets, and cultivate a culture of curiosity and continuous learning across the global support organization.