Technical Support Engineer - Tier 3

Our Product

Agile DevOps, Cloud Deployment, Microservices and Open Source have all dramatically accelerated application delivery and complexity. Today’s AppSec teams depend on a collection of point security products and siloed manual processes. This leaves them struggling to gain the visibility, insight, and process scale they need to identify and protect the always changing and growing application risk surface. This resulting AppSec Chaos means applications ship fast without the assurance of shipping securely, leaving the organization at risk of breaches and losses.

The ArmorCode AppSecOps Platform is the solution to this challenge. We provide AppSec teams with the visibility, actionable insight, automation, and integration needed to build, deliver, and scale an effective and efficient AppSec program across the entire organization, as well as the DevSecOps pipeline.

ArmorCode's next-generation AppSecOps is the only platform that consolidates multiple key AppSec needs (Application Security Posture Management, Unified Vulnerability Management, DevSecOps Orchestration, and Continuous Compliance) into a single-pane-of-glass to minimize tooling and alerts while maximizing agility, efficiency, and cost-efficacy. With it, enterprises radically simplify and accelerate their application security while drastically cutting costs. Our platform is loved by global brands & category leaders, backed by leading VC firms, and powered by security experts.

Our Values : At ArmorCode, we are more than just a technology company, we are a community of hungry, human, humble, hardworking, and honest individuals who take pride in helping companies of all sizes scale their security effectiveness by 10x, and maximize their ROI on existing security investments with ArmorCode

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
  • 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 insurance for employees and dependents, to support the overall well-being of our employees. We encourage learning and skilling, and aid our employees to continuously upskill themselves.
  • Diversity and Inclusion: We are committed to diversity and inclusion, striving to create an environment where all employees feel valued, respected, and empowered

  
  

  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.