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Technical Support Engineer (Pacific Time Zone)

Canada

The Job

As a Technical Support Engineer at Panther Labs, you will be on the frontline team partnering with our customers to find creative solutions for the challenging technical issues they face every day. You will be working collaboratively with product engineers, debugging and investigating complex problems, and leveraging your engineering skills to deliver an amazing experience for our customers. This is an exciting opportunity to grow your experience as an engineer, while also helping build and scale a world-class Customer Support team.

 About Panther

Panther makes security teams smarter and faster than attackers.

We're building the AI SOC platform that modern security teams need. Our Detection-as-Code approach, cloud-native architecture, and powerful security data lake help teams detect and respond to threats at scale. Security teams at leading companies use Panther to protect their organizations without the overhead and costs of legacy SIEM solutions.

Founded by security practitioners who lived the pain of protecting large organizations, we've raised $140M from Coatue, Lightspeed, ICONIQ Growth, Snowflake Ventures, and others. We're a global, remote-first company serving customers worldwide.

Our culture is built on flexibility, transparency, and collaboration. We operate by three core values: Create Customer Love, Be an Owner, and Take Care of the Team. We believe diverse perspectives make us better, and that building great security technology should also mean building a rewarding place to work.

The Responsibilities

  • Establish strong relationships with our customers, and set a high bar for customer satisfaction.
  • Utilize your knowledge of engineering to investigate, troubleshoot, and solve complex technical issues.
  • Proactively identify and improve inefficiencies in our team workflows.
  • Collaborate with product engineers to ensure healthy communication between customers and the backend of our organization.
  • Be a champion and advocate for the customer experience throughout the broader company.
  • Build tools and processes to improve the effectiveness of the Support team as it grows.
  • Share customer insight with cross-functional stakeholders, to drive impact for the product and company.

 The Requirements

  • Computer Science degree, bootcamp graduate, or strong portfolio of work in software development / cybersecurity.
  • At least 3+ years in Customer Support - technical support experience is a plus.
  • A strong background in programming, with experience in Python, AWS, and SQL.
  • A genuine interest and passion for helping others, with a high degree of empathy for the customer experience.
  • A strict attention to detail, with outstanding troubleshooting / problem solving skills.
  • An eagerness to learn and further develop yourself professionally.
  • Excellent written and verbal communication, with the ability to distill complex information into easily understood language.
  • Cybersecurity experience is a plus.
  • Preferred candidates will be located in the PST timezone.

The Perks

  • Competitive equity in a well-established cybersecurity company
  • Unlimited PTO with a 15-day minimum, observing major CAN holidays
  • Latest tech equipment and budget for your personalized setup
  • Comprehensive health and benefits coverage through Manulife
  • Remote-first culture built for distributed teams

Panther labs is an Equal Opportunity Employer. The Company prohibits discrimination and harassment on the basis of race, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding), gender, gender identity, gender expression, sexual orientation, marital status, age, religious creed, physical disability, mental disability, genetic information, military or veteran status, or any other status protected by law. All employment decisions are decided on the basis of qualifications, merit, and business need.

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