Full-Time
Technical Support Associate
Posted on 6/28/2024
Secureframe
51-200 employees
AI platform for cybersecurity compliance automation
Mid
Remote in USA
- 3+ years of experience in technical customer support.
- Experience supporting and troubleshooting cloud environments (AWS, Azure, GCP) and other SaaS tools (GitHub, Atlassian, HR software, etc).
- Proficiency in debugging tools like DataDog, Sentry, Retool, etc.
- Superb debugging skills, specifically resolving error responses from API integrations (experience using the Chrome debugger, reading logs, and understanding error responses from APIs).
- Strong preference for someone with a compliance background and a willingness to learn more about various compliance frameworks (SOC 2, ISO 27001, PCI, or others).
- Proficiency using support and ticketing systems. We use Zendesk and Jira.
- Provide clear written and verbal communication to both technical and non-technical audiences.
- Excellent time management and organization skills.
- Be a technical product knowledge expert on our platform with guidance from team members.
- Use your technical aptitude and customer service skills to resolve questions and issues for users.
- Provide timely and accurate responses to customer questions within established SLAs.
- Coordinate with Engineering and Product on issues and feature requests; identifying patterns and recommending improvements.
- Work alongside Customer Success Managers to help customers unblock themselves.
- Contribute to the creation and maintenance of customer-facing product documentation.
- Take part in knowledge sharing and cross-training activities to strengthen the overall effectiveness of our team.
- Monitor the ticketing queue to prioritize, allocate and ensure timely resolution of issue reports and change requests.
- Attend customer meetings to assist with troubleshooting bugs and document accordingly for future needs.
Secureframe provides a platform that automates the process of achieving and maintaining compliance with various security standards, particularly for businesses that handle sensitive data. The platform uses artificial intelligence to streamline tasks like evidence collection and ongoing monitoring, which are usually time-consuming. This automation allows companies to manage their security, risk, and compliance more efficiently, enabling them to focus on growth and revenue generation. Additionally, Secureframe offers continuous tracking of assets and employees, ensuring that businesses know who has access to sensitive data, which helps in reducing security risks. Unlike many competitors, Secureframe's service model is designed to cater to a wide range of industries, charging clients for the use of its platform and services. The main goal of Secureframe is to help businesses improve their security posture and build trust with their customers by simplifying compliance management.
Company Stage
Series B
Total Funding
$78.5M
Headquarters
San Francisco, California
Founded
2020
6 month growth
↓ -3%1 year growth
↓ -11%2 year growth
↑ 15%
Simplify's Take
What believers are saying
- Secureframe's partnerships and licensing agreements, such as with AICPA for SOC services, enhance its credibility and market reach.
- The company's AI-driven automation significantly reduces operational costs for clients, making it an attractive solution for businesses looking to optimize their compliance processes.
- Secureframe's availability in the AWS Marketplace broadens its customer base and facilitates easier adoption by businesses already using AWS services.
What critics are saying
- The competitive landscape in cybersecurity and compliance is intense, with new entrants like ComplyCube potentially eroding Secureframe's market share.
- Reliance on AI for compliance automation may face scrutiny and resistance from traditional industries wary of fully automated solutions.
What makes Secureframe unique
- Secureframe leverages AI to automate compliance processes, reducing the manual workload and accelerating time-to-compliance by 5x, unlike traditional compliance solutions.
- The platform's continuous tracking of assets and employees provides real-time insights into data access, enhancing security posture beyond standard compliance tools.
- Secureframe's integration with clients' technology infrastructure for automated evidence collection and security monitoring sets it apart from competitors who rely on more manual processes.
Benefits
Work anywhere in the US & Canada - We're a remote-first company with team members coast to coast. The office is wherever home and WIFI are.
Paid family leave - We encourage all parents to spend time with their children whether or not they are the primary caregiver.
Comprehensive health coverage - We care about our team’s well being — like, a lot. That's why we offer premium health, dental, and vision.
Unlimited vacation - We encourage our team to take the time they need to rest and recharge. (Just don’t forget to share a few vacation snaps on Slack!)
Team activities & offsites - We value having fun and spending time as a team. Regular company activities, meetups, and offsites help us stay connected.
Career development - From online classes and certifications to in-person training, we offer resources for ongoing personal and career growth.