Technical Support & Integrations Engineer

We are seeking a motivated and tech-savvy Technical Support & Integrations Engineer to join our team. In this role, you will play a key part in supporting our MVP customers and internal field departments. You will bridge the gap between field operations, strategic clients, and our internal technical teams, collaborating closely with R&D and Product to handle technical escalations, assist with integration projects, and help optimize our support workflows.

This is a fantastic opportunity for someone looking to grow their technical depth in integrations and scale with a fast-growing team.

What You’ll Be Doing:

• Integration Support & Troubleshooting: Assist in managing the integration lifecycle. Help connect, implement, and troubleshoot data flows between our core platform and external SIEM/SOAR solutions to meet the needs of strategic clients.
• Escalation Management: Collaborate with field departments and Customer Success teams to resolve technical issues, providing responsive, high-touch guidance to our MVP customers.
• Ticket & Workflow Management: Manage and resolve incoming technical tickets efficiently using Zendesk (agent level), ensuring accurate documentation, tracking, and adherence to SLAs.
• Technical Troubleshooting: Investigate and diagnose system behavior by analyzing logs, metrics, and performance data to identify root causes for complex deployments.
• Field Tooling & Workarounds: Utilize, maintain, and help optimize internal scripts, documentation, and utilities to facilitate quick workarounds for the field team.

Requirements:

• Experience: At least 3+ years with proven experience in a technical support, application support, or junior integration engineering role.
• Helpdesk Tools: Solid working knowledge of Zendesk at the agent level (ticketing, macros, views, and basic SLA tracking).
• Integration Concepts: Familiarity with APIs, webhooks, and data exchange formats like JSON and XML.
• Database Familiarity: Practical experience querying and troubleshooting databases, with exposure to SQL, MongoDB, or Elasticsearch.
• Basic Scripting: Ability to read, modify, or write basic scripts (e.g., Python, JavaScript) to help automate tasks or troubleshoot issues.
• Communication: Exceptional verbal and written communication skills in English; capable of translating technical details into clear, digestible language for MVP customers.

Bonus Point:

• Experience working directly with SIEM, SOAR, or related cybersecurity technologies.

Why KELA?

• Make a real impact by building cybersecurity and threat intelligence products used by governments, MSSPs, and enterprises worldwide.
• Join a fast-growing, mission-driven company at the forefront of cyber threat intelligence.
• Work on complex, high-scale engineering challenges involving massive data and critical systems.
• Be part of a highly skilled team of engineers, researchers, and security experts.