[Hiring] Support Engineer @Fable Security

Role Description

As Fable’s first Support Engineer, you will own the end-to-end technical support experience for our customers. You’ll serve as the primary technical point of contact post-sale, partnering closely with Technical Account Management, Sales Engineering, Product, and Engineering to ensure customers successfully deploy, adopt, and scale the Fable platform.

• Troubleshoot complex issues, guide customers through integrations and implementation questions.
• Build the systems and processes that allow support to scale as we grow.
• This is a foundational role with significant visibility and impact across the company.

Key Responsibilities

• Customer Issue Resolution: Serve as the primary technical escalation point for customer issues. Investigate, reproduce, and resolve platform, integration, and data-related challenges with urgency and ownership.
• Technical Troubleshooting & Root Cause Analysis: Analyze logs, APIs, configurations, and workflows to identify root causes. Partner with Engineering to validate fixes and ensure high-quality resolutions.
• Integration & Implementation Support: Support customers with API integrations, SSO/SAML setup, data ingestion pipelines, and security tool ecosystem connections. Provide clear technical guidance and documentation.
• Support Operations & Process Building: Establish ticketing workflows, SLAs, and escalation paths. Create scalable processes, knowledge base articles, and internal playbooks to reduce repeat issues and improve response times.
• Cross-Functional Collaboration: Work closely with Technical Account Management and Sales Engineering during onboarding and expansion to ensure technical adoption and smooth handoffs.
• Customer Insights & Product Feedback: Surface recurring issues, feature gaps, and field insights to Product and Engineering to influence roadmap prioritization and improve platform reliability.

Qualifications

• 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.

Nice-to-Haves

• Familiarity with SIEM, SOAR, IAM, or SAT platforms.
• Hands-on scripting experience (Python, JavaScript, or similar).
• Experience with support tooling (Zendesk, Jira, Intercom).
• Security certifications (Security+, CCSP, CCSK, CISSP).

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.

Salary Information

The estimated salary range for this position is $120,000 – $160,000/year. Total compensation may also include equity and other potential incentives. Final compensation will be determined based on relevant qualifications, work experience, skills, and other factors.