Product Support Engineer

SRA’s mission is to level up every day to protect our clients and their customers. This begins with our team members and their experience. SRA prides itself on maintaining a culture where team members have a shared sense of support and belonging, consistent with our It’s Personal company value. At SRA, we prioritize transparent career pathing, varied DEI programming and community groups, competitive benefits including mental health support, and an emphasis on a sustainable, healthy, and engaging work culture. SRA has twice been named a Best Place to Work by the Philadelphia Business Journal. 

These Essential Functions, Requirements, and Skills are guidelines. If you are a candidate who does not meet this exact job description but can demonstrate excellent organization, attention to detail, professionalism, flexibility, and self-direction in your professional background, we hope you apply. SRA values a diverse workplace and strongly encourages people of all backgrounds to apply.  

Summary/Objective  

The Product Support Engineer will serve as the primary technical support and communication point for clients using SCALR Sight, SRA’s cyber security analytics and metrics platform built on Azure services. Sight enables clients to ingest and analyze vulnerability and security telemetry in a centralized, high-performance environment backed by Azure Data Explorer and Power BI. 

This role acts as an essential bridge between our clients, Delivery team, and Development team. The Product Support Engineer is responsible for troubleshooting platform issues, diagnosing root causes, guiding clients through data and dashboard questions, and ensuring deployed Sight environments remain stable, accurate, and operational. This is an outstanding opportunity to work with a modern cloud-native product and engage with well-known client organizations across a rapidly growing platform.

Essential Functions  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Serve as the primary support contact for all client-reported issues related to SCALR Sight. 

• Investigate and triage incoming support requests using Azure Data Explorer (KQL), Python utilities, and platform telemetry. 

• Perform root-cause analysis, propose remediation steps, and document resolutions within the internal knowledge base. 

• Monitor client environments for health indicators, ingestion failures, dashboard anomalies, or operational alerts. 

• Collaborate with the Delivery team to validate data ingestion, transformations, and Power BI dashboard behavior. 

• Assist the Development team in reproducing issues, verifying defects, and validating fixes. 

• Communicate complex technical findings in a clear, client-friendly manner. 

• Protect the organization’s value by keeping information confidential. 

Additional/Optional Opportunities:

• Contribute enhancements to automation scripts, data validation tools, or diagnostics utilities. 

• Participate in performance tuning and ingestion-pipeline improvements. 

• Assist with client communication artifacts, release notes, or training content. 

• Exposure to development practices, cloud engineering, and advanced data pipelines. 

Supervisory Responsibility  

Not Applicable. 

Work Environment  

This job operates in a professional office environment or remotely as needed. This role routinely uses standard office equipment.  

Physical Demands  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear; use hands to finger, handle, or feel; and reach with hands and arms. The employee frequently is required to stand and walk. This is a largely sedentary role.

Candidates with disabilities are encouraged to apply and email [email protected] with any questions. Reasonable accommodations may be made to enable disabled individuals to perform the essential functions of this role.  

Position Type/Expected Hours of Work  

This is a full-time position and hours of work and days are Monday through Friday 8:30am to 5pm. Occasional evening and weekend work may be required as job duties demand.  

Travel  

N/A

Required Education and Experience  

Candidates must demonstrate a strong foundation and practical application in the following areas: 

• Punctuality and timely attendance to external client and internal stakeholder needs. 

• Experience: 1-3 years of professional experience in technical support, operations, or data-focused role, or a recent Bachelor’s degree in Computer Science, IT, or a related field with relevant project work/internships. 

• Experience with at least one query or database technology (Azure Data Explorer preferred; SQL, PostgreSQL, etc. acceptable). 

• Azure Data Explorer (ADX) & KQL: Hands-on experience writing Kusto Query Language (KQL) queries to investigate product issues, perform root cause analysis, and extract service metrics from large datasets. 

• Experience with at least one business analytics / visualization platform (Power BI preferred; Tableau or equivalent acceptable) to create, maintain, and troubleshoot dashboards and reports in to visualize service health, support ticket trends, and operational data. 

• Azure Functions Familiarity: Fundamental understanding of serverless concepts and the ability to leverage existing Azure Functions or deploy simple, pre-written functions to automate repetitive support tasks or data processing (basic deployment/configuration knowledge is key, not advanced development). 

• Excellent organization skills and attention to detail. 

• Flexibility to accommodate changing schedules of client and project needs 

• While rare, willingness to work extended hours to meet deadlines 

• Communication: Excellent verbal and written communication skills are paramount. Must be able to clearly explain complex technical issues and their resolutions to technical audiences (developers) and non-technical stakeholders (product managers, customers). 

• Problem-Solving: Strong analytical and diagnostic skills for triaging complex technical problems and clearly documenting the resolution path. 

Preferred Qualifications and Experience  

These skills will differentiate candidates and show potential for long-term growth in security and infrastructure: 

• Vulnerability Management: General familiarity with the vulnerability lifecycle (discovery, assessment, remediation) and security best practices. 

• Vulnerability Tooling: Exposure to or working knowledge of at least one open-source or enterprise vulnerability management tool (e.g., Nessus, Qualys, OWASP ZAP, Microsoft Defender Vulnerability Management). 

• Ticketing Systems: Experience working with enterprise ticketing systems like Jira or ServiceNow for tracking and managing support cases. 

• Cloud Infrastructure: General knowledge of other Azure services (e.g., Azure Monitor, Application Insights, Log Analytics) and basic PowerShell scripting for administrative tasks. 

• Customer Service: Prior experience in a customer-facing technical support role. 

Other Duties  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.  

EEO Statement  

Security Risk Advisors is an Equal Opportunity Employer and prohibits discrimination or harassment of any kind. All employment decisions at SRA are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, marital or family status, veteran status, medical condition, or any similar category protected under federal, state, or local laws.   

Work with Experts: Robust internal training program, plus Company-paid external training. SRA recognizes the value of professional development for employees. Therefore, we encourage our employees to pursue continuing education and role-specific training.

Mental Health Services: SRA has partnered with BetterHelp to provide SRA employees with free mental health support. BetterHelp connects individuals with licensed therapists for chat, video, and phone sessions.

Medical/Dental/Other (regular full-time employees only)

• Generous medical, dental, and vision benefits at different price points
• Company-paid disability and life insurance
• Company 401(k) plan, including annual 3% safe harbor contribution
• Free patient advocacy service that helps find care providers and resolve insurance queries
• Free on-site wellness programming covering both emotional and physical wellness
• Generous parental leave, sick leave, and vacation policies
• Option to work remotely or with a flexible schedule when needed
• Company-paid cellphone with discounted accessories
• 1-2-3 Give Program: 1. SRA will give $1,000 to a charity of your choice. 2. If you give an additional amount (up to $1,000), then, 3. SRA will match that amount up to $1,000.