Lead Technical Support Engineer

Intuition Machines builds enterprise security products with an AI/ML focus. We apply our research to systems that serve hundreds of millions of people, with a team distributed around the world. You are probably familiar with our best-known product, the hCaptcha security suite. Our approach is simple: low overhead, small teams, and rapid iteration.
Our organization is highly customer-focused, and we believe in empowering our team members to make a real impact. As a Lead Technical Support Engineer with a strong software engineering background, you will bridge the gap between our customers and engineering teams. Your expertise in software development will enable you to provide deep technical insights, contribute to product enhancements, and ensure our customers receive exceptional support. This role offers an exciting opportunity to apply your engineering skills in an environment where your contributions directly influence product innovation and customer satisfaction.

What you will do:

• Leverage your software engineering expertise to diagnose and resolve complex technical issues across backend and frontend systems.
• Provide high-level technical support to enterprise customers, ensuring timely and effective solutions that draw upon your deep understanding of software development.
• Collaborate closely with Engineering, Product, and Security teams to facilitate issue resolution and contribute to product enhancements, using your coding skills to prototype solutions or debug issues.
• Apply your knowledge of security, bot management, and fraud prevention to assist customers and optimize product performance.
• Quickly learn and adapt to our evolving product suite, staying up-to-date with new features and changes, while providing feedback from a developer's perspective.
• Mentor and support other Support Engineers, sharing your software engineering knowledge to enhance the team's technical capabilities.
• Develop and improve support processes, tools, and documentation, potentially creating scripts or tools to automate and streamline support tasks.
• Engage with customers in a positive and proactive manner, building strong relationships and ensuring their success with our products.

What we are looking for:

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field, or equivalent work experience.
• Minimum of 5 years of experience in software engineering or a technical support role with a strong engineering focus.
• Solid background in software development is essential for this role.
• Proficiency in backend and frontend development technologies, such as Python, JavaScript, HTML, CSS, and related frameworks.
• Experience with security principles, bot management strategies, and fraud detection/prevention techniques.
• Ability to quickly understand and adapt to new technologies and products.
• Excellent problem-solving skills and the ability to think critically and creatively.
• Strong interpersonal and communication skills, with the ability to explain complex technical concepts to a variety of audiences.
• Self-motivated and proactive, with the ability to work independently and as part of a team.
• Familiarity with ticketing systems and support tools; experience with automation and scripting is a plus.
• A customer-centric mindset with a commitment to providing exceptional service.

Nice to have:

• Strong proficiency in SQL; experience with databases like ClickHouse or tools like Apache Superset is a plus.
• Experience working with enterprise clients is a plus.

What we offer:

• Fully remote position with flexible working hours.
• An inspiring team of colleagues spread all over the world.
• Pleasant, modern development and deployment workflows: ship early, ship often.
• A collaborative environment where your ideas are valued.
• High impact: lots of users, happy customers, high growth, and cutting-edge R&D.
• Flat organizational structure with direct interaction with leadership and all teams.

We celebrate diversity and are committed to creating an inclusive environment for all team members. Join us as we transform cybersecurity, user privacy, and machine learning online!