Why This Job is Featured on The SaaS Jobs
### Why this Role is Featured on The SaaS Jobs
Technical Support Engineer roles are a defining function in B2B SaaS, and this one sits in a security-focused product environment where customer issues tend to be high-impact and technically deep. With Tier 2 scope and coverage across EMEA and APJ, the work reflects the reality of global SaaS operations: supporting live production deployments, navigating varied network environments, and partnering across Support, R&D, Product, and Customer Success to keep adoption on track.
From a SaaS career perspective, the strongest signal here is the breadth of systems exposure—Linux-based products, L2/L3 networking, databases/SQL, and modern containerised infrastructure. That combination builds durable troubleshooting patterns that translate well across SaaS companies, particularly those operating at enterprise scale where incident handling, de-escalation, and clear technical communication are core to retention and expansion.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Technical Support Engineer - Australia
Department: Customer Team
Employment Type: Full Time
Location: Australia
Description
The Technical Support Team is at the heart of impacting and ensuring clients use the Armis products effectively. Supporting our customers to solve their challenging technical security problems is critical to achieving our mission. The technical support team does this by working with our customers to offer professional and proactive de-escalation for their complex technical issues. The team collaborates and works hand in hand with the Operations, R&D teams, Solution Architects, Product, Customer Success, and other teams to ensure seamless onboarding, deployment, and ongoing development of our Customers.
What You’ll Do
Our Tier 2 Technical Support Engineer will provide second-level support with a focus on our EMEA and APJ-based customers. You’ll help pave the way as the knowledge source to our growing customer base, as you will work to resolve our customers’ most pressing technical issues. You will apply your creativity and innovative ideas that best support and create a lasting experience for our customers. As part of your day-to-day, you’ll take ownership of customer cases and troubleshoot customers’ issues. You will support our customers in making the most of our products. You will be taking on projects either within/with other teams to create a company-wide impact.
What we expect
- At least 3 years of experience in a similar role - Must
- Technical experience supporting Linux-based products - Must
- Technical knowledge in Networking - L2/L3 - Must
- Composing SQL queries and working with Databases
- Industry experience in Cyber Security, particularly network security or application security, is required
- Web troubleshooting is preferred
- Cloud computing concepts is preferred
- Experience with enterprise customer accounts
- Working with Docker/Kubernetes-based environments is preferred
- Experience with Scripting languages (Bash, Python or equivalent) is preferred
- BS degree in CS or equivalent is preferred
- Enjoy working with customers using excellent communication and problem-solving skills