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 :

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 careers@sra.io 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

Requirements

Required Education and Experience

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

Preferred Qualifications and Experience

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

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.

Benefits

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)