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Role Description

We’re hiring a Product Support Engineer to join our Product Support team as we continue to scale rapidly and sustain strong growth.

As a Product Support Engineer at UpGuard, you’ll operate at the intersection of customers, product, and engineering within the fast moving and increasingly critical world of cybersecurity. Your focus will be on diagnosing complex issues, supporting our customers and internal teams, and helping ensure our platform delivers reliable, high quality outcomes. With the majority of the internet scanned across multiple vectors daily, you’ll encounter challenges related to high throughput, large scale systems, and data complexity. How we solve these problems is a key reflection of the calibre of people we bring into the team.

In this role, you’ll partner closely with cross functional teams that value iteration, collaboration, and speed. Together, we deliver customer value quickly while maintaining strong standards for security, reliability, and customer experience. We value clear thinking, strong technical curiosity, and engineers who care deeply about the product and the customers who rely on it.

What you’ll do:

• Reproduce and diagnose technical problems that L1 cannot resolve, providing clear solutions or workarounds.
• Become a Subject Matter Expert (SME) in our product's features, and understand how the product works from a technical perspective, including network security and data extraction.
• Master the fundamentals of cyber security and the internet.
• Provide real-time communication during incidents and write high-quality technical documentation for internal and external use.
• Identify opportunities to automate workflows or improve internal tooling to scale our support impact.
• Work closely with Engineers and Product Managers to prioritize fixes and features based on customer impact.

Qualifications

• Proven ability to reproduce bugs, analyze complex systems, and find root causes.
• Strong understanding of Internet protocols including SSL/TLS, DNS, HTTPS, and domain registration fundamentals.
• Proficiency in extracting and analyzing data from various sources such as PostgreSQL and Google Cloud logs.
• Experience using CLI tools like curl, nmap, and OpenSSL for diagnostics.

Requirements

• A desire to leverage tools like n8n to automate internal processes and improve response times.
• Proficiency in or willingness to learn how to use AI assistants such as Antigravity, Gemini, and Claude to accelerate research and documentation.

Benefits

UpGuard is a Certified Great Place to Work® in the US, Australia, UK and India, establishing its position as a leading global technology employer. 99% of team members agree that UpGuard is a great place to work, apply now to find out why!

Company Description

As an Equal Employment Opportunity and Affirmative Action Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

For applications to positions in the United States, please note, at this time we can only support hiring in the following US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, or DC.

Before starting work with us, you will need to undertake a national police history check and reference checks. Also please note that at this time, we cannot support candidates requiring visa sponsorship or relocation.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.