Job description

OUR MISSION AND WHY IT MATTERS We are on a mission to make humans the strongest security layer. Human risk remains one of the biggest vulnerabilities and traditional awareness training is not enough. We take a different approach by combining AI-driven personalization, real threat detection, and behavioral science to actively protect people and organizations. We don't just simulate risks. We build the tools that detect and stop them. Your role As a Technical Support Engineer, you’ll play a key part in that mission by ensuring our customers get the most out of the Hoxhunt platform. You’ll help them maintain smooth, reliable performance so their teams can focus on strengthening security awareness and building resilient behaviors. Your work will directly influence how effectively customers engage with Hoxhunt and improve their ability to recognize and respond to threats. This position is based in Minneapolis, MN, as part of our growing US support team. What you'll do - Provide technical support through email and troubleshooting calls, focusing on product support for our own platform, email technologies (M365, Google Workspace) and identity provider services (Microsoft Entra, Okta). - Be the first point of contact for US-based customers, resolving technical issues and ensuring customer satisfaction. - Collaborate with global teams, sharing insights and contributing to process and product improvements. - Use your knowledge and skills to troubleshoot complex issues, suggest solutions, and ensure smooth product functionality. What we're looking for - 2–3 years of experience in technical support solving complex issues (Tier 2). - Strong problem-solving skills and an analytical mindset. - Excellent communication skills, with the ability to explain technical issues to both technical and non-technical audiences. - Comfortable taking ownership and thrives in an environment that values accountability and autonomy. - Genuine passion for helping others and solving problems efficiently. - Experience working with email technologies and identity provider services preferred. - Experience working in a SaaS environment or within the cybersecurity industry preferred. - Experience with Email Technologies: Knowledge of email technologies such as M365 and Google Workspace preferred. What success looks like - First 30 days: Learn the Hoxhunt platform, handle basic tickets under guidance, and share feedback on your onboarding experience. By 60 days: Independently resolve more complex tickets, conduct troubleshooting calls, and suggest process improvements. By 90 days: Lead critical support cases, contribute to shaping the US-based support strategy and improve the support experience. What you can expect from us: - Compensation: Annual base salary of $80,000 - $95,000 depending on your experience. - Working ways: We work in a flexible, hybrid work setting. You are expected to collaborate from our Minneapolis office on a weekly basis. - High performance meets high humanity: We bring an incredibly driven, high-impact energy to our work, but we remain deeply humble and collaborative. You will be surrounded by wildly talented, dedicated colleagues in an environment built on extreme kindness, support, and psychological safety. - Authentic trust & autonomy: We hire great people and give them the autonomy to thrive. You'll have the freedom to take ownership, make decisions, drive meaningful impact, and help shape the future of our growing organization. - A product you can be proud of: It is incredibly rare in cybersecurity to build a product that end-users genuinely love. You will join a fast-paced, technically sophisticated team making a real, measurable impact against cybercrime. - The perks that matter: Alongside this amazing community, you will enjoy a comprehensive benefits package including medical, dental, and vision coverage (with a portion of premiums covered by the company), life insurance, PTO, 11 paid holidays plus 2 floating holidays, wellness benefits, paid parental leave, a 401(k) match, and more. Plus, you’ll get to collaborate from our wonderful office in Minneapolis! Our Recruitment Process We want to get to know you and how you think! Our process includes: 1. TA screening call (30 min, remote) 2. Hiring manager interview (45 min, remote) 3. Hiring manager interview and live technical exercise (30 min, remote) 4. Panel interview with leadership and team (60 min onsite) 5. Offer 6. Background Check and Reference checks ABOUT HOXHUNT Hoxhunt was founded in 2016 by four visionaries. Today we are a global team of +300 amazing Hoxhunters advancing a truly AI-native category leader in human risk management, with key hubs in the United States, the United Kingdom, Singapore, and Finland. We are proud to be an award-winning, fast-growing software company, recognized by G2 and Gartner, named to TIME Magazine's list of the World's Top EdTech Companies, and featured for our innovation in major publications like Fast Company, TechCrunch, Forbes, and Inc. As a multi-product company, Hoxhunt goes beyond traditional security awareness. We don't just educate employees through frequent, personalized, and behavior-changing cybersecurity training - we also actively build real threat intelligence and response tools that protect organizations against malicious cyberattacks every single day. Be among the first to know about our open positions. Drop your details in our Talent Community, and we will reach out when there is a match!

Requirements

Must-haves

We are on a mission to make humans the strongest security layer.
We don't just simulate risks. We build the tools that detect and stop them.
Provide technical support through email and troubleshooting calls, focusing on product support for our own platform, email technologies (M365, Google Workspace) and identity provider services (Microsoft Entra, Okta).
Be the first point of contact for US-based customers, resolving technical issues and ensuring customer satisfaction.
Collaborate with global teams, sharing insights and contributing to process and product improvements.
Use your knowledge and skills to troubleshoot complex issues, suggest solutions, and ensure smooth product functionality.
2–3 years of experience in technical support solving complex issues (Tier 2).
Strong problem-solving skills and an analytical mindset.
Excellent communication skills, with the ability to explain technical issues to both technical and non-technical audiences.
Comfortable taking ownership and thrives in an environment that values accountability and autonomy.
Genuine passion for helping others and solving problems efficiently.
What success looks like
First 30 days: Learn the Hoxhunt platform, handle basic tickets under guidance, and share feedback on your onboarding experience.
By 60 days: Independently resolve more complex tickets, conduct troubleshooting calls, and suggest process improvements.
By 90 days: Lead critical support cases, contribute to shaping the US-based support strategy and improve the support experience.
Working ways: We work in a flexible, hybrid work setting. You are expected to collaborate from our Minneapolis office on a weekly basis.
Our Recruitment Process
We want to get to know you and how you think! Our process includes:
TA screening call (30 min, remote)
Hiring manager interview (45 min, remote)
Hiring manager interview and live technical exercise (30 min, remote)

Nice-to-haves

Experience working with email technologies and identity provider services preferred.
Experience working in a SaaS environment or within the cybersecurity industry preferred.
Experience with Email Technologies: Knowledge of email technologies such as M365 and Google Workspace preferred.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: ashby
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Pto

Parental Leave

Wellness