Role Description We’re hiring a Technical Support Engineer to assist in the next phase of our growth. You'll work alongside builders who have helped to shape the success of companies such as Google, Okta, AWS among others. The service we deliver is empathetic yet ambitious, direct, and comprehensive. You will be an early member of a global, distributed team that drives continuous improvement, in terms of efficiency of support processes and customer satisfaction. If you have an obsession for making customers successful in driving value out of their cloud data, you will have a lot in common with Veza! - Provide nuanced technical and non-technical end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution. - Manage the escalation of and ensuring prioritization of product defects into the engineering team. - Take ownership of the customer experience and functioning as an advocate and voice of the customer with product and engineering teams. - Create and share knowledge in both written and verbal forms both internally and externally. - Function as a subject matter expert within support for Veza products. - Effectively communicate and partner with cross-functional teams such as Product Management, Engineering, Sales, and R&D to drive good customer outcomes. Qualifications - BA/BS degree or equivalent experience required. - 5+ years of customer support, technical support, or security engineer experience for an enterprise cloud based platform. - Prior experience providing support to enterprise customers specifically in a start-up environment. - An understanding of role based access control and least privileged access practices. - Broad knowledge of, and experience in, fundamental information security concepts. - Strong working understanding of Identity Providers such as Okta and Azure. - Strong knowledge of RESTful APIs with the ability to understand and troubleshoot issues with cloud services. - Strong knowledge of identity and access management practices. - Attention to detail while being able to balance multiple priorities. - Ability to work independently with minimal supervision as part of a team. - Ability to learn new technologies quickly. - Ability to participate in an on-call rotation. Requirements - Security centric experience in administering cloud compute providers (AWS, GCP, Oracle Cloud). - Experience with utilization of Python scripting in solving tangible customer issues. Benefits - Your base pay is one part of your total compensation package. - This position is also eligible for equity and a competitive benefits package. Company Description Veza is the identity security company. Identity and security teams use Veza to secure identity access across SaaS apps, on-prem apps, data systems, and cloud infrastructure. Veza solves the blind spots of traditional identity tools with its unique ability to ingest and organize permissions metadata in the Veza Authorization Graph. Global enterprises like Blackstone, Wynn Resorts, and Expedia trust Veza to visualize access permissions, monitor permissions activity, automate access reviews, and remediate privilege violations. Founded in 2020, Veza is headquartered in Redwood City, California, and is funded by Accel, Bain Capital, Ballistic Ventures, GV, Norwest Venture Partners, and True Ventures. Visit us at veza.com and follow us on LinkedIn, Twitter, and YouTube.

• Participate in triage calls involving clients and 3rd-party vendors. Analyze reported issues and determine if the reported issue falls within Sureify systems or an external partner and direct the resolution path accordingly. • Go beyond note-taking by performing initial investigation of issues by querying data and reviewing logs. You'll use SQL (or similar tools) to pull information from databases, and add technical context to your tickets. • Translate client discussions into clear, actionable internal tickets for both Project/Development and Production/Support. • Facilitate hand-offs with our India-based engineering teams, including occasional early-morning syncs to align overnight progress with US client priorities. • Design and structure our Professional Services Confluence sites. This includes organizing the site structure, maintaining page content, and keeping our internal "source of truth" accurate and easy to navigate. • Own the end-to-end process for customer satisfaction surveys and feedback loops. This includes facilitating surveys, analyzing response data, and presenting actionable insights to leadership to improve our service delivery. • Take ownership of customer operations projects, such as support portals - gathering requirements, defining scope and delivering solutions to internal teams for ongoing operations.

• Serve as a trusted L1 technical advisor for enterprise customers using Abnormal’s Cloud Email Security, AI Security Agents, and SaaS Security solutions. • Own and resolve inbound support tickets, including configuration issues, API-related questions, behavioral false positives, and threat investigations. • Deliver timely customer updates, root cause analysis, and solution recommendations that build trust and confidence in the platform. • Partner closely with Engineering teams to drive high-quality resolutions and maintain thorough post-mortem documentation. • Support onboarding and customer engagement efforts alongside Customer Success Managers. • Create and maintain internal and external knowledge base documentation to improve customer self-service and case deflection. • Identify recurring support trends and customer pain points, and provide feedback that helps improve product functionality and user experience.

• Own inbound customer inquiries via phone, email, and live chat — responding promptly, professionally, and with measurable impact on customer satisfaction. • Serve as a trusted advisor to clients, guiding them through complex platform questions and helping them get maximum value from Rentvine's features. • Create, manage, update, and resolve support tickets with accurate documentation and timely follow-through. • Consistently meet or exceed established SLAs, CSAT targets, and team KPIs. • Diagnose, investigate, and resolve software, accounting, and workflow-related issues with a structured, methodical approach. • Identify recurring issues and escalate complex or high-impact cases to Tier 2 or Engineering with clear, thorough context. • Document troubleshooting steps and resolution outcomes in a way that enables team-wide knowledge sharing. • Develop and maintain deep expertise in Rentvine's platform, including accounting modules, reporting tools, integrations, and operational workflows. • Guide customers through best practices, configuration options, and system navigation to help them work more efficiently. • Serve as an internal resource for team members on platform behavior and edge-case scenarios. • Contribute to the continuous improvement of the knowledge base, internal SOPs, and customer-facing help content. • Capture customer feedback to surface trends to Product, Engineering, and Leadership. • Collaborate cross-functionally with Onboarding, Account Management, and Customer Success to ensure a seamless customer experience.