[Hiring] Technical Support Engineer @Acre Security

Role Description

We’re looking for a Technical Support Engineer to join our global Support team, supporting customers across the Western US region. This role is critical to ensuring a high‑quality customer experience by providing technical expertise across Acre’s software platforms and partner integrations. You’ll build deep product knowledge while supporting customers through timely, accurate, and professional technical assistance.

What You’ll Do

• Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies
• Provide technical support to customers via phone, ticketing systems, and other support channels
• Troubleshoot software, networking, and system‑level issues with a strong focus on customer experience
• Continuously test Acre software and integrations to support quality assurance and product reliability
• Respond to incoming customer calls and technical inquiries requiring assistance
• Participate in an after‑hours on‑call rotation to support customers 24/7/365
• Maintain accurate documentation and records within support and ticketing systems
• Continuously build professional, technical, and product knowledge to improve issue resolution and customer outcomes
• Create and maintain weekly or monthly reports as directed by leadership.

Qualifications

• Strong customer service and communication skills
• Excellent analytical and troubleshooting abilities
• Fluency in English (written and verbal)
• Strong organizational skills and attention to detail
• Ability to learn quickly and perform effectively in a fast‑paced environment
• Strong time‑management skills with the ability to multitask
• Familiarity with Microsoft operating systems and networking fundamentals

Requirements

• Experience in a technical support or customer service role, ideally in a SaaS or call‑center environment
• Exposure to software testing, system integrations, or quality assurance activities
• Degree in Information Technology, Systems, Engineering, or equivalent practical experience
• CompTIA certifications (A+, Network+, Security+)

Benefits

• Be part of a disruptor – Help move security forward with a company that challenges the status quo
• Learn from industry leaders – Work alongside experts and innovators in security technology
• Drive meaningful impact – Your work will directly support customers and protect critical infrastructure
• Advance your career – Access professional development, training, and growth opportunities
• Enjoy competitive rewards – We offer a competitive compensation package and locally compliant benefits