Kasada is hiring a
Senior Technical Support Engineer, Remote - United States

Summary

The job description is for a Senior Technical Support Engineer role at Kasada, a global bot protection company. The role involves providing technical support to customers, resolving problems, collaborating with teams, and building proactive capabilities. The preferred qualifications include experience with application layer troubleshooting and familiarity with specific technologies.

Requirements

• Excellent research and problem-solving skills
• Experience with troubleshooting mobile SDKs on both Android and iOS platforms
• Experience using Splunk for data analysis and creating graphical representations such as time charts
• Familiarity with at least one programming language (JavaScript/TypeScript preferred, but not required)
• Familiarity with CDNs (e.g., Cloudfront, Akamai, Section.io ) and the ability to troubleshoot issues related to them
• Strong understanding of DNS and its functions
• Basic knowledge of MacOS and Unix Terminal commands
• Experience with cloud service providers, preferably AWS
• Comfortable working with GitHub processes
• Experience with Atlassian products, mainly JIRA and Confluence

Responsibilities

• Provide a consistently high quality customer experience through multiple communication channels, delivering value through our products and services to enable our customers to be successful
• Resolve problems for our customers, through code/error diagnosis, debugging, validation, and root cause analysis
• Engage collaboratively with customer and engineering teams around communication, investigation, and resolution of application issues
• Work with existing teams and technology to identify common issues; and build proactive capabilities to solve, respond, or have customers self-serve knowledge
• Build and mature our capabilities, documentation, and tools to proactively deal with issues and further enable customer success
• Monitor queue health and identify ways to proactively address trends
• Engage the wider Kasada business to assist in building a best-practice support function globally

Preferred Qualifications

Experience with application layer (Layer 7) troubleshooting, including familiarity with HTTP/HTTPS protocols and web application troubleshooting

Benefits

• Equity/stock options
• Flexible working hours and arrangements
• Support for growing families - Generous parental leave allowances and return to work coaching
• Resources for well-being to support your growth including our EAP - confidential counselling for you and your loved ones
• An action packed calendar of fun in-person and virtual events