Technical Support Engineer

ArmorCode is on a mission to supercharge security teams with a new independent governance approach to reduce risk and burn down critical security technical debt. With its AI-powered ASPM Platform, driven by over 15 billion findings from over 260 ecosystem integrations, ArmorCode delivers a single, unbiased view of your risk across applications, infrastructure, containers, and cloud. ArmorCode unifies and normalizes findings, correlates them with business context and threat intel through adaptive risk scoring, and orchestrates security workflows to empower users to easily remediate issues. ArmorCode delivers unified visibility, AI-enhanced prioritization, remediation and scalable automation for customers so they can realize a complete understanding of risk, respond at scale, and collaborate more effectively.

Enterprises of all sizes, including dozens of Fortune 1000 companies, scale their security effectiveness by more than 10x and maximize their ROI on existing security investments with ArmorCode through managing Application Security Posture, Risk-Based Vulnerability Management, Software Supply Chain Security, DevSecOps, and Risk & Compliance.‍ 

ArmorCoders believe in 5 core values: Hungry. Humble. Hardworking. Honest. Human. Our organization is powered by exceptional professionals who bring fresh ideas and passion to their roles, believing that nothing is beyond reach when our "5H" principles are applied. In their work and professional relationships, ArmorCoders commit to excellence and experiences that leave an impression.

Job Description

• Work closely with the engineering team to address technical and product-related queries from both customers and L1/L2 teams.
• Replicate issues in test environments to diagnose and resolve.
• Utilize SQL skills to extract data relevant to customer queries or issues.
• Use REST APIs to diagnose and resolve integration or data flow challenges.
• Have a good understanding of cloud concepts and provide support related to cloud-hosted applications.
• Analyse logs to diagnose and troubleshoot issues, ensuring prompt resolution for customers.
• Utilize proficiency in at least one programming or scripting language (e.g., Java, Python, Unix) to solve bugs.
• Collaborate with cross-functional teams to escalate complex issues, ensuring prompt and accurate resolution for customers.
• Leverage knowledge and experience with security tools like Software Composition Analysis (SCA), Static Application Security Testing (SAST), Dynamic Application Security Testing (DAST), etc., to provide guidance and support on usage of ArmorCode platform for their AppSec program.
• Participate in triage calls and conduct root cause analysis to address underlying issues.
• Document customer interactions, inquiries, and resolutions accurately and comprehensively in the customer support system.
• Continuously update product knowledge to stay informed about new features, enhancements, and updates.
• Contribute to the improvement of support processes and systems, Documentation, KB articles, identifying areas for enhancement and suggesting solutions to optimize customer support operations.
• Handle challenging situations with resilience, remaining calm and professional while working in a fast-paced and dynamic environment.
• Demonstrate a customer-centric mindset, empathizing with customers and striving to provide exceptional service at all times.

Why you will love it

• Career Growth Opportunities: We believe in promoting from within and provide career progression paths, enabling our employees to advance in their careers
• Work-Life Balance: We understand the importance of a healthy work-life balance, offering flexible hours and remote work options to promote a sustainable lifestyle
• Unlimited PTO: We offer unlimited paid time off policy to ensure employees can take care of their personal needs and recharge Collaborative Environment: Our company fosters a collaborative and inclusive workplace culture, where employees can collaborate and learn from each other's experiences.
• Employee Recognition: We value and recognize the contributions of our team members through awards, employee of the month programs, and other forms of acknowledgment.
• Competitive Compensation: We offer competitive salaries and performance-based bonuses, recognizing and rewarding the hard work and dedication of our team
• Comprehensive Benefits: Our benefits package includes health, dental, and vision insurance to support the overall well-being of our employees
• Diversity and Inclusion: We are committed to diversity and inclusion, striving to create an environment where all employees feel valued, respected, and empowered

Requirements

Qualifications

     1. Bachelor's degree in Computer Science, Engineering, or a related field.    
     2. 6-8 years of experience in a technical support role, preferably in a technical environment.

Skills

1. Experience with Web/Cloud hosted applications.    
2. Familiarity with REST APIs and cloud concepts.    
3. Proficiency in at least one programming or scripting language (e.g., Java, Python, Unix)    
4. Experience with security tools such as Software Composition Analysis (SCA), Static Application Security Testing (SAST), Dynamic Application Security Testing (DAST).    
5. Demonstrated ability in log analysis.    
6. Excellent analytical and problem-solving skills.

Equal Opportunity

ArmorCode is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected category. All qualified individuals are encouraged to apply and will receive consideration for employment regardless of their background or characteristics. We are committed to fostering a diverse and inclusive workplace where everyone is treated with respect and dignity.