11 дней назад
Senior Technical Support Engineer (Application Security)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Technical Support Engineer (Application Security): Resolving complex Tier 3 customer issues for an application security SaaS platform with an accent on codebase analysis, system-log troubleshooting, and cross-functional escalation management. Focus on debugging API and infrastructure interactions, mentoring support engineers, improving recurring product issues, and maintaining 24x5 enterprise support coverage.
Location: Panama
Company
develops an application security platform that uses software call graphs to identify, prioritize, and remediate critical risks across complex software estates.
What you will do
- Serve as the primary technical escalation point for Tier 1 and Tier 2 support issues.
- Investigate system logs, diagnostic data, unfamiliar codebases, and API or infrastructure interactions to identify root causes.
- Coordinate with Engineering and R&D to track, prioritize, and resolve critical customer bugs and technical issues.
- Manage enterprise customer escalations and provide concise, timely communication to technical and executive stakeholders.
- Mentor junior engineers and improve technical support practices, tooling, processes, and KPIs.
- Help build and maintain 24x5 SLA coverage for larger enterprise customers.
Requirements
- 5+ years of experience in Tier 3 support, escalation support, or customer support engineering in a SaaS or developer tools environment.
- Strong understanding of software development and hands-on experience with Go, JavaScript, or Python.
- Demonstrated troubleshooting skills, including system-log analysis and debugging API and infrastructure interactions.
- Structured problem-solving skills and the ability to prioritize critical issues under pressure.
- Excellent written and verbal communication skills for both developers and executive stakeholders.
- Interest in application security, open-source software, and developer workflows.
Nice to have
- Experience with GitHub, GitLab, Bitbucket, and CI/CD pipelines.
- Familiarity with Docker, Kubernetes, AWS, GCP, or Azure.
- Experience using AI-assisted development tools such as Cursor, Claude, or GitHub Copilot.
Culture & Benefits
- Work at the intersection of developer productivity and application security.
- Customer-focused environment centered on ownership, data-informed decisions, and continuous learning.
- Inclusive workplace committed to equal opportunity and diverse perspectives.
- Support operations include a 24x5 SLA for larger enterprise customers.
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