Independent Security Evaluators is hiring an Associate SaaS Application Support Engineer to provide technical assistance and quality assurance for our clients as they leverage our platform. Your role focuses on delivering technical support with a team that values integrity, quality, dedication, and education.
What You'll Do
- Monitor support channels for client service requests during normal business hours.
- Contribute manual and automated testing during the QA cycle.
- Synthesize client asks into reports and queries.
- Investigate technical issues that our clients encounter and respond accordingly.
- Escalate issues to the development and devops teams as needed, providing detailed steps to reproduce and pertinent system logs.
- Contribute to helpdesk documentation as new issues arise or new solutions are discovered.
- Manage and monitor the backlog of service tickets.
- Attend standing meetings with clients to discuss issues and maintain client relations.
- Test new releases and provide input on potential support issues.
What We're Looking For
- 1-3 years of relevant experience in a customer-focused position involving technical knowledge of a company's products and services or a bachelor's degree or certification in a relevant technical field.
- Professional written and interpersonal skills essential for communicating with customers and clients.
- Ability to prioritize and manage several milestones and tasks efficiently.
- General fluency in various technical domains.
- Experience with SQL and some knowledge of common programming languages.
- Familiarity with cloud watch logs and browser development tools.
Nice to Have
- RDBMS database experience.
- Experience with manual regression testing.
- AWS Certification or other certification in relevant computer technology.
- Knowledge of common network protocols like HTTP, TCP, DNS, etc.
- Familiarity with Selenium/Selenide automated testing.
- Jira Service Management/Confluence or similar support platforms experience.
- Experience working with the Software Development Lifecycle.
- Located in Baltimore, Maryland or southern California to better serve our clients.
Technical Stack
- SQL
- Common programming languages
- Cloud watch logs
- Browser development tools
- RDBMS
- Selenium/Selenide
- Jira Service Management/Confluence
Benefits & Compensation
- Compensation: $55K-$75K, according to experience.
- Work that matters; projects that impact people’s everyday life and wellbeing.
- Life balance: flexible schedule, work from home options, unlimited vacation.
- $0 health premium plan option, including spouse and family.
- Opportunities to research and publish, speak at major security events and conferences.
- Leadership and peers that support and mentor you.
- Relaxed and fun environment.
- Access to paid training, workshops, university courses, certification courses.
- Lunch provided once a week in the office.
Work Mode
This is a hybrid position based in Baltimore, Maryland, United States.
Independent Security Evaluators values different viewpoints, fresh perspectives, and embraces people who challenge our thinking and question the status quo.
