Senior Technical Support Engineer

Role overview A senior technical support engineer is needed to act as the highest tier of escalation for a software security platform that helps development teams map, prioritize, and remediate risk across complex, dependency-heavy codebases. The role sits at the intersection of customer support, engineering, and product, with responsibility for resolving deeply technical issues and shaping the support function as it scales.

Responsibilities

- Serve as the primary technical escalation point for lower-tier support staff, investigating diagnostic output, system logs, and the product codebase to identify root causes and deliver clear resolutions. - Partner directly with engineering teams to file, track, prioritize, and expedite fixes for critical customer bug reports and complex technical issues. - Mentor junior engineers and the wider support team, raising the technical depth and consistency of the organization. - Manage customer escalations with empathy and urgency, balancing the needs of large enterprise accounts with self-service users. - Work with product and customer success teams to spot patterns in customer friction and drive permanent product or process improvements. - Help define, measure, and improve core support KPIs such as initial response time, resolution speed, and customer satisfaction, while contributing to a 24x5 service-level commitment for enterprise customers.

Requirements

- At least five years of experience in a customer-facing Tier 3, escalation, or customer-support engineering role within a SaaS or developer tools environment. - Strong technical background in software development with hands-on exposure to Go, JavaScript, or Python, or a demonstrated ability to learn new languages quickly. - Proven troubleshooting ability across unfamiliar codebases, system logs, and API or infrastructure interactions. - A structured approach to problem solving, with the capacity to synthesize information from multiple sources and prioritize under pressure. - Excellent written and verbal communication skills, including the ability to translate complex technical topics for developers and executives alike. - An ownership mindset: proactive, resourceful, and able to drive issues to resolution even with incomplete information, combined with a genuine interest in application security and developer workflows.

Nice to have

- Hands-on experience with source control platforms such as GitHub, GitLab, or Bitbucket, and with CI/CD pipelines. - Familiarity with cloud-native tooling including Docker, Kubernetes, and major cloud providers such as AWS, GCP, or Azure. - Active use of AI-assisted development tools to accelerate diagnosis and resolution.

Benefits and work setup

- The role contributes to a fast-growing product area at the intersection of developer productivity and security, with an emphasis on customer-centric decision making, ownership, and iterative learning. The organization highlights a commitment to diversity, inclusion, and equal opportunity hiring, and welcomes candidates whose experience does not match every listed requirement.