About the Role
This position involves delivering hands-on technical support to customers using a security platform, diagnosing issues, and working cross-functionally to ensure rapid resolution and high satisfaction.
Responsibilities
- Diagnose and resolve technical issues reported by customers
- Respond to support tickets within defined service level agreements
- Reproduce and document software defects for engineering teams
- Guide customers through troubleshooting steps using clear communication
- Escalate complex technical problems to appropriate internal teams
- Maintain up-to-date knowledge of product features and updates
- Provide post-incident follow-up and resolution confirmation
- Collaborate with development teams to prioritize bug fixes
- Contribute to internal documentation for known issues and solutions
- Assist in improving support processes and tools
- Onboard new customers with technical setup guidance
- Monitor support dashboards for emerging issues
- Track and report on support metrics and customer satisfaction
- Participate in on-call rotations for critical issues
- Educate customers on best practices for product usage
- Verify fixes with customers before closing cases
- Coordinate with QA teams to validate patches
- Support integration efforts with third-party systems
- Document customer configurations for faster resolution
- Identify patterns in support requests to suggest product improvements
- Maintain confidentiality of customer data
- Follow incident management protocols
- Assist in writing knowledge base articles
- Respond to customer inquiries via email and phone
- Ensure timely communication during ongoing support cases
Nice to Have
- Experience supporting application security products
- Knowledge of OWASP Top 10 vulnerabilities
- Familiarity with CI/CD pipelines
- Exposure to containerized environments like Docker
- Understanding of Kubernetes or orchestration tools
- Scripting experience in Python or Bash
- Previous work in a security-focused company
- Certifications in IT support or cybersecurity
Compensation
Competitive salary with benefits
Work Arrangement
Remote with flexible hours
Team
Collaborative engineering and customer support teams
About Us
We are a technology company focused on empowering developers with real-time application security solutions. Our platform integrates seamlessly into development workflows, enabling teams to detect and fix vulnerabilities early in the software lifecycle. Innovation and customer success drive our culture.
What You'll Do
- Work directly with customers to resolve technical challenges
- Analyze system behavior to identify root causes
- Communicate status updates and technical details clearly
- Support product adoption through expert guidance
Not available
