Company Description:

At Right-Hand, our mission is to make humans more defensible against cyber threats. With roughly 82% of breaches caused by human error, we are building the next-generation Human Risk Management platform that changes employee behaviors and quantifies and reduces human risk to reduce burdensome security alerts for security teams. The daily fulfillment of this mission would not be possible without the cornerstone of Right-Hand’s business - its people. We firmly believe that if we take care of our employees, they will take care of our customers, and the rest will work itself out. The founding team at Right-Hand has created a culture that evangelises six core values:

Resilience: We solve problems and overcome challenges to the best of our ability, regardless of how daunting they may appear.

Empathy: We listen to and understand the perspective of others, including our peers, customers, partners and investors.

Passion: We care deeply about our work, our customers, each other and this company.

Accountability: We trust each other to get our job done at a high level.

Transparency: We act and communicate openly, honestly, and effectively to drive toward positive outcomes.

Authenticity: We understand who we are and will surround ourselves with a diverse group of people who complement our skillset and share our values.

If you want to join this mission-driven team and believe you fit the profile below, let’s talk!

Get to know the Role:

Customer Support & Troubleshooting

• This role operates in the 7 am to 3 pm PST timezone.
• This role is part of our engineering team that is heavily customer-focused
• Provide first and second-level technical support to customers via phone, email, and video calls, demonstrating expertise and professionalism
• Diagnose and resolve customer issues related to platform integration, configuration, and functionality
• Engage in real-time debugging sessions with customers to identify root causes of problems
• Document all customer interactions, solutions, and known issues in our ticketing system
• Maintain detailed knowledge base articles for recurring issues and best practices

Research & Documentation

• Conduct independent research on integrated tools (SIEM, EDR, Email Security, O365, Azure, Google Workspace, Slack) by reading official documentation and release notes
• Analyze customer issues to identify patterns and potential product improvements
• Create technical documentation and guides for customers and internal teams
• Stay current with platform updates, API changes, and new features from integrated third-party tools
• Contribute to the internal wiki and documentation for knowledge sharing

Technical Debugging & Problem Solving

• Investigate complex integration issues between our platform and customer environments
• Use API documentation and log analysis to understand system behavior
• Collaborate with engineering teams to escalate bugs and develop workarounds
• Test and validate solutions before deploying to customers
• Provide post-resolution guidance to prevent similar issues

Scripting & Automation

• Develop and maintain scripts (Python, PowerShell, Bash, or similar) to automate customer data-related requests and fixes
• Create portal scripts and API calls to efficiently resolve customer data issues
• Build tools that streamline support processes and reduce resolution time
• Write clean, documented code that other team members can understand and maintain
• Contribute to automation initiatives that improve support efficiency

Technical Communication

• Translate complex technical concepts into clear, actionable guidance for customers of varying technical backgrounds
• Prepare technical summaries and recommendations for customers
• Participate in customer training sessions and webinars as needed
• Mentor junior support staff on troubleshooting methodologies and technical concepts

The Must Haves:

• 3+ years of technical support, systems administration, or DevOps experience
• Minimum 2 years of hands-on experience with cybersecurity tools and concepts (SIEM, EDR, Email Security, or similar)
• Proven experience supporting cloud platforms (Microsoft 365/Azure, Google Workspace, or equivalent)
• Working knowledge of API integration and troubleshooting API-related issues
• Experience with ticketing systems and customer support tools

Technical Skills

• Strong understanding of cybersecurity fundamentals (threat detection, incident response, log analysis)
• Proficiency with at least one scripting language (Python, PowerShell, Bash, or JavaScript)
• Solid grasp of networking concepts (TCP/IP, DNS, SSL/TLS, firewalls)
• Experience reading and interpreting technical documentation, API docs, and logs
• Ability to work with command-line interfaces and debugging tools
• Understanding of authentication mechanisms (OAuth, SAML, MFA, API keys)

Cloud & Integration Platforms

• Microsoft 365 and/or Azure administration and troubleshooting
• Google Workspace configuration and management
• Slack integration and workspace administration
• Security Information and Event Management (SIEM) - Splunk, Elastic, ArcSight, or similar
• Endpoint Detection and Response (EDR) - CrowdStrike, Microsoft Defender, SentinelOne, or similar
• Email security platforms - Proofpoint, Mimecast, Microsoft Defender for Office 365, or similar
• Active Directory, Entra

Soft Skills

• Exceptional problem-solving abilities with a systematic approach to troubleshooting
• Strong verbal and written communication skills
• Patience and empathy when working with frustrated customers
• Ability to manage multiple priorities and work under deadlines
• Self-motivated with a strong commitment to continuous learning
• Team player who actively shares knowledge with colleagues
• Detail-oriented with strong documentation habits

Our Benefits:

Yes, our benefits are great but we hope you want to work at Right-Hand because you believe in our mission to make humans more defensible against cyber threats.

• Competitive Salary
• Paid annual and medical leaves
• Medical benefit
• Flexibility in how and where you work
• Generous parental leave programs
• Wellbeing days
• and more...

Diversity and Inclusion are more than just words for us. Our commitment to inclusion across gender, race, ethnicity, sexual orientation, educational background, religion, ability, socioeconomic background, immigration statuses, and experiences drives us forward every day. We foster an open, tolerant, and constructive work environment with a team consisting of diverse views and backgrounds.

Right-Hand is an equal opportunity employer. All aspects of employment including the decision to hire and promote will be based on merit, competence, performance, and business needs. We encourage all interested applicants to apply.