Senior Technical Support Engineer

About this job

Nightfall AI, a platform protecting sensitive data across SaaS applications, GenAI tools, email, and endpoints, is seeking a Senior Technical Support Engineer for its Bengaluru location. In this customer-facing position, you will help customers succeed while ensuring technical issues are resolved within established SLAs. Nightfall helps top banks and AI innovators prevent data exfiltration through an agentic data loss prevention platform. A typical day in this role involves troubleshooting complex integrations, analyzing system logs, diagnosing API request errors, assisting with endpoint deployments, and collaborating with internal engineering and product teams to drive platform improvements. You will also help onboard customers, configure policies, and create knowledge base content to ensure seamless platform adoption and long-term client satisfaction.

Responsibilities

• Resolve customer issues across SaaS applications, APIs, and integrations.
• Troubleshoot integrations with platforms like Google Workspace, Gmail, M365, Slack, and Salesforce.
• Diagnose API issues including authentication, request or response errors, and data flow.
• Support SIEM or SOAR integrations, webhooks, and automation workflows.
• Troubleshoot endpoint deployments using MSI, PKG, macOS profiles, scripts, and MDM solutions.
• Collect and analyze logs across system, application, and security layers.
• Partner with Engineering and Product teams to diagnose issues and drive platform improvements.

Requirements

• 4+ years of experience in a Technical Support, Technical Account Manager, or similar SaaS role.
• Hands-on experience with security or data platforms like DLP, SIEM, SOAR, CASB, or cloud security solutions.
• Strong troubleshooting skills with APIs, integrations, logs, and SaaS or cloud architectures.
• Experience with macOS and Windows systems and installing endpoints and extensions.
• Knowledge of PowerShell, Bash, or command-line tools.
• Ability to analyze logs and perform root cause analysis.
• Experience in solving problems for customers and educating them clearly.

Good to have

• Experience with AI or ML-driven security tools or data classification platforms.
• Familiarity with AWS, GCP, or Azure environments.
• Proven startup experience of being successful in a fast-moving environment.
• Linux knowledge

Who should apply

This role suits experienced technical support professionals with a strong background in SaaS environments, API troubleshooting, and endpoint management. Ideal candidates will possess over four years of relevant experience and enjoy direct customer engagement, such as jumping on a Zoom call to resolve issues. Applicants should have familiarity with security platforms and a desire to work in a fast-moving environment. The posting does not mention if freshers can apply, as it specifically requires 4+ years of prior experience.

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