Technical Customer Support Engineer - Security

About Clearly AI

Clearly AI automates the most painful bottleneck in the enterprise: security and privacy reviews. We help security teams complete high-quality threat models, privacy impact assessments, and vendor risk evaluations in minutes instead of weeks.

We're live with Fortune 500s and global brands including Rivian, Ericsson, HID Global, Affirm, Webflow, and Okta. We've reviewed thousands of security-critical products, from badge scanners to stablecoin platforms to autonomous driving features.

Backed by Y Combinator, Basis Set Ventures, Crosspoint Capital, Argon Ventures, and Ritual Capital. Selected as a Top 10 Finalist for the RSAC 2026 Innovation Sandbox Contest. Advised by former CISOs of Amplitude and OKX, the former CEO of Reddit, and the former CPO of Brex.

We are early. We are deeply technical.  We are building alongside real practitioners, and we want a real practitioner who loves working with customers to help. Our customers run security-critical workflows inside complex enterprise environments, and when something breaks they expect an answer that actually fixes it, not a status page.

Why This Role Exists

Our customers are security practitioners at Fortune 500s. They deploy Clearly AI alongside Jira, ServiceNow, Confluence, and GitHub, and they push the product hard in environments where stakes are real. When a review stalls, an integration drifts, or a model output looks off, they need a technical human on the other end who can dig in, find the root cause, and close the loop fast.

We need a Support Engineer who owns the customer-facing technical interface end-to-end: triage, debug, fix or escalate, ship the doc that prevents the next one.

This role exists to ensure customers feel taken care of, and to give engineering back their build time.

What You'll Own

• Customer Issue Resolution

Own inbound issues from first message to verified resolution

Reproduce, diagnose, and explain what's actually happening, both internally and to our customers

Triage severity honestly and set expectations customers can plan around

Be the person customers want on the thread when something is broken

• Debug & Root Cause Analysis

Read logs, traces, API responses, and model outputs to find the actual cause, not the surface symptom

Use SQL and internal tooling to verify hypotheses before pulling engineering in

Reproduce integration issues across Jira, ServiceNow, GitHub, and Confluence

Write up root cause clearly enough that engineering can ship the fix without a follow-up call

• Bug Triage & Engineering Handoff

File bugs in Linear that engineers want to pick up: clear repro, scoped impact, suggested area

Distinguish between one-off customer config issues and systemic product gaps

Surface patterns across tickets that should become roadmap conversations

Close the loop with customers the moment a fix ships

• Support Infrastructure & Documentation

Build the runbooks, internal docs, and customer-facing help content that prevent the next ticket

Set up the tooling, dashboards, and alerting that make support a system rather than a scramble

Define and track the metrics that matter (first response, time to resolution, reopen rate)

Make the support function legible enough that the next hire can ramp in weeks, not months

• Customer Trust

Communicate with the calm specificity that earns practitioner trust

Stay close to customers between incidents : know their workflows, their integrations, their pet peeves

Make every interaction feel like the customer is the most important account we have, because they are

What This Role Is NOT

Not a ticket-closing queue role. You'll own outcomes, not volume

Not a generalist help desk, every issue is technical

Not Customer Success or Sales

Not isolated from engineering; you'll sit inside the build loop

What We're Looking For

Required

3+ years in a technical support engineering, security engineering, forward-deployed engineering, SRE, or similar customer-facing technical role

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