Technical Support Engineer

About XBOW

At XBOW, we’re redefining the future of cybersecurity by building the world's first autonomous pentester, powered by AI. Today, the gold standard for securing software systems is human pentesters, but with the rise of artificial intelligence, we’re stepping up to scale offensive security to meet the ever-growing demand.

AI is transforming the landscape of both cybersecurity and cyberattacks. While millions of people without security expertise are creating software, bad actors are using AI to launch more effective attacks. XBOW fights back with AI-driven superpowers, enabling security teams to stay one step ahead.

Backed by Sequoia Capital and Altimeter, and a team that includes the creators of GitHub Copilot and GitHub Advanced Security, XBOW is not just keeping up with the times—we’re shaping the future of cybersecurity. Our mission is simple: to defeat the bad actors before they strike, using AI to revolutionize how we approach offensive security.

We’re building something that must be built, and we’re the team to do it. Join us in shaping the next frontier of autonomous security.

What You'll Do

We’re looking for our first Technical Support Engineer to build and deliver a world-class support experience for XBOW customers. Your mission: provide fast, accurate, and customer-obsessed Tier 1 support for our SaaS platform, while building the support foundations that will scale with our growth.

You’ll be the front line for customer-initiated support, owning triage, troubleshooting, and resolution for common product and platform issues. When problems require deeper investigation, you’ll escalate with exceptional technical context and follow-through, partnering closely with Engineering, Product, and Customer Success to drive outcomes.

This role blends strong technical troubleshooting with operational rigor. You will help establish the initial support workflows, tooling patterns, knowledge base content, and internal relationships required to deliver consistently excellent response and resolution performance.

Your Role

• Serve as the primary point of contact for customer-initiated technical support across the XBOW platform

• Triage inbound issues, reproduce problems, isolate root cause where possible, and drive resolution with urgency and clarity

• Resolve Tier 1 support requests across common areas such as authentication flows, access/permissions, target configuration, test execution behavior, and results visibility

• Gather high-quality diagnostic details from customers (steps to reproduce, environment context, logs, timestamps, and screenshots) and maintain strong case hygiene

• Escalate issues to Engineering and Product with clear severity, impact, and technically complete reproduction context

• Help define and continuously improve support workflows, including intake, triage, escalation paths, incident communications, and closure standards

• Contribute to support SLAs by tracking response and resolution performance, identifying bottlenecks, and improving operational execution

• Build foundational enablement content: internal runbooks, troubleshooting guides, and customer-facing documentation to improve self-service and reduce repeat issues

• Partner cross-functionally to identify systemic product friction, recurring failure modes, and opportunities to prevent issues through product improvements and automation

• Provide crisp, proactive customer communication, including status updates, workarounds, and resolution summaries that build trust

Who You Are

• Experience in a technical support, technical customer success, solutions engineering support, or SaaS operations role

• Proven ability to troubleshoot web-based SaaS products with disciplined triage and strong written communication

• Familiarity with common authentication patterns and enterprise access flows (SSO concepts, MFA/2FA behaviors) and basic networking fundamentals (DNS, HTTP, TLS)

• Ability to translate customer-reported symptoms into actionable diagnostic context for internal technical teams

• Experience working with support tooling (ticketing systems, knowledge bases, internal documentation) and maintaining high-quality case notes

• Strong prioritization instincts and comfort operating in an environment where support processes are still being built

What We Offer:

• Compensation & Equity: Competitive salary and a meaningful equity package. You will have ownership in what we’re building

• Customer Impact: Be the first line of support for customers adopting AI-driven security at scale

• Career Growth: Help shape how support is delivered at XBOW and define the foundation for a scalable support function

• Mission-Driven Team: Join a company that is defining what the future of autonomous security looks like

What Else You Should Know

• Location: US Remote preferred

• Contract: Full-time

• Hiring Process:

  • Introduction with TA screen

  • Hiring Manager Interview

  • Role Focused Interview

  • Final Interview

At XBOW, we leverage AI every day, it's embedded in our product and our sales approach. But for this role, we’re seeking someone who brings genuine curiosity, empathy, and persistence. If that's you, we'd love to connect.