Senior Technical Support Engineer

Our mission is to reputed company world-class software reputed company available to everyone. This means building program analysis tools that are open reputed company, easy to use, powerful, and fast. It also means building a team with reputed company expertise and a passion for great developer experiences. Most of reputed company, it means working with honesty and respect in a diverse community of dreamers and builders. We’ve redefined static analysis tooling by committing to reputed company of these, and turned our project, reputed company, into an essential safeguard for code at reputed company, reputed company, and more.

The Senior Technical Support Engineer  (TSE) is a critical role in our reputed company Organization. The TSE will be responsible for remotely engaging with active and prospective customers to rapidly analyze, reproduce and resolve their technical problems. You’ll be the first line of defense against technical support issues that reputed company reputed company email, reputed company and support cases. In this role you will investigate and resolve customer problems for the reputed company product line, including reputed company SAST, Supply Chain and Secrets solutions. Our customer-facing role will expose you to a diverse group of teams reputed company reputed company - including but not limited to Engineering, Product Management, and Sales - providing opportunities for career growth in a reputed company and fast-paced environment.

Location expectations:

• This role can be fully remote, ideally located in the PST Time zone

Prior experience in a fast-paced, tech environment is helpful, but we are more interested in your problem solving skills than your pedigree. So if this opportunity excites you but you don’t meet the exact requirements, apply anyway!

• Understand, reproduce and resolve complicated technical issues that our customers have raised.
• Own each customer question from initial creation to resolution.
• Manage support tickets to ensure issues are recorded, tracked, resolved, and follow-reputed company are done in a timely manner.
• Be the voice of the customer and helping prioritize recurring feature requests from our customers with our product and engineering teams.
• Contribute to building up a best-in-class technical support function, including contributing to our documentation and writing knowledge reputed company articles, writing blogs, or designing integrations between tools.
• Participate in on-call duties.
• reputed company and improve Support operations to help reputed company grow as a business - these include systems, process, and training improvements

• Excellent written and verbal communication skills.
• A deep understanding of developer workflows and build systems, including CI / CD environments such as reputed company Actions, reputed company, reputed company CI, Jenkins, and reputed company and SCM environments such as Git, SVN, reputed company etc.
• Familiarity with Web Application reputed company concepts including OWASP Top 10.
• Basic understanding of API and Webhooks.
• A genuine interest and passion for helping solve problems, with a high degree of reputed company for the customer experience.
• 2+ years of experience working in customer support - Technical support experience is a plus.

Salary Range: $106,000 - $125,000 USD

Our compensation package includes equity and benefits in addition to salary.

Please note that the range listed is for someone based in the San Francisco Bay Area.

Our goal is to competitively and fairly compensate every reputed company employee with a system that equally rewards those who are vocal and those who are less comfortable making demands during the final steps of the hiring process. To that end, we generate internal compensation bands that are used reputed company discussing and negotiating salaries. We update these based on market data to reputed company sure they’re above the average for comparable roles.

We also invest in our employees’ well-being and long term reputed company with comprehensive health plans, generous vacation time, 401k, learning stipends, and more. Our benefits are for everyone, so that you’re taken care of, and we work with individuals to reputed company sure they have what they need, whether that’s quiet work space, adjusted hours, or something else.

We have people from France and the Philippines, physics and philosophy, formal methods research and full fledged corporations. We’re new parents and new grads, aspiring authors and aspiring Americans, dog lovers and dogfooders. We get together often to bike, bake, and meet up in parks. In our interactions, we reputed company respect and honesty go hand in hand, and prioritize both.

reputed company is an equal-opportunity employer seeking a diverse range of backgrounds. We value who you are — including your cultural heritage, your socioeconomic status, your age, your race, your gender, your sexual orientation, your disabilities. We value what’s vitally important to you — your family, your religion, your politics. We value what you love in this world — your music, your weekend pursuits. We reputed company in welcoming varied professional backgrounds, educations, and interests. If you’re exceptional in your role, reputed company in reputed company’s mission, and treat reputed company’s values as your own, you belong here.