Contrast Security is hiring a Technical Support Engineer

At Contrast Security, we're revolutionizing how enterprises safeguard software development in today's rapid digital landscape. With cutting-edge Application Detection and Response (ADR), we empower teams to identify, neutralize, and resolve genuine threats instantaneously. If you're energized by developing smarter, more agile security solutions, you'll excel here. We're seeking brilliant minds, courageous innovators, and strategic problem-solvers who excel at transforming intricate challenges into groundbreaking resolutions. We are recruiting a Technical Support Engineer to integrate with our progressive, customer-focused Support organization. This role demands a hands-on technical specialist who will diagnose intricate customer challenges, contribute to our intelligent support framework, and ensure client success with Contrast's technological offerings. As a pivotal team member in our global "follow-the-sun" support ecosystem, you will deliver outstanding service, accelerate case resolution, and collaborate interdepartmentally to enhance customer experiences and support infrastructure. Responsibilities: - Deliver sophisticated technical assistance by diagnosing, investigating, and resolving complications within Contrast's application security platform. - Collaborate with Support Leadership to advance AI-driven support strategies, including workflow optimization, automation potential, and knowledge enhancement. - Develop, refine, and expand knowledge repository content to empower both external and internal teams — ensuring precision, accessibility, and AI-search optimization. - Engage in worldwide support rotations designed to provide uninterrupted service coverage and maintain performance standards. - Manage escalated or complex scenarios with urgency and accountability, ensuring transparent communication and superior customer interactions. - Engage closely with Product, Engineering, and Customer Success departments to highlight emerging issues, champion customer requirements, and provide insights driving product refinement. - Chronicle case outcomes, identify recurring patterns, and propose strategic resolutions to amplify team learning and predictive support capabilities. - Drive improvements in Support Key Performance Indicators, focusing on response efficiency, resolution rates, and customer satisfaction. - Leverage and provide strategic feedback on support technological infrastructure to guarantee optimal performance and adoption. Qualifications: - 3–5+ years experience in technical support, technical services, or customer-facing engineering roles. - Robust technical expertise in application security, software development, DevSecOps, or related domains. - Proficiency with programming languages like Java, .NET, or comparable modern development environments. - Comprehensive understanding of software development lifecycle, CI/CD pipelines, and standard engineering tools. - Experience with support platforms such as Zendesk, Salesforce Service Cloud, Jira Service Management, or equivalent systems. - Advanced analytical and troubleshooting capabilities, demonstrating independent work management and simultaneous case handling. - Exceptional written and verbal communication skills — capable of articulating technical complexities to diverse audiences. - Customer-centric approach with strong sense of responsibility and accountability. - Bachelor's degree in Computer Science, Engineering, Information Systems, or equivalent practical experience preferred. We're fundamentally reshaping global software security paradigms. If you're prepared to create meaningful impact, thrive in dynamic environments, and grow alongside passionate professionals, we eagerly await your contribution. Apply today and help us architect the future of application security. Compensation Range: $105K - $130K