Senior Technical Support Engineer

Summary

Join Kasada, a global cybersecurity company, as a Senior Technical Support Engineer. You will provide high-quality technical support to customers, troubleshoot complex issues, and collaborate with internal teams. This critical role requires 5+ years of experience in a technical support role, a Bachelor's degree in a relevant field or equivalent experience, and strong communication and problem-solving skills. Technical expertise in web and networking fundamentals, cloud infrastructure, troubleshooting, and code analysis is essential. Kasada offers a competitive salary, equity/stock options, flexible working hours, generous parental leave, wellness resources, and various other benefits.

Requirements

• 5+ years experience in a highly technical support role, preferably in a software environment with Javascript troubleshooting experience
• A Bachelor's Degree or higher in Computer Science/Information Technology, or equivalent demonstrated experience
• Strong ability to communicate clearly, concisely, and professionally in written and verbal form
• Ability to outline technical reasoning effectively when explaining solutions
• Capable of staying focused under pressure while working with customers to resolve time-sensitive issues efficiently
• Ability to ask the right questions to gather information quickly and efficiently
• Strong understanding of HTTP, request/response
• Ability to differentiate between client-side vs. server-side issues using tools like browser developer tools, curl, and Postman
• Familiarity with CDNs, Reverse Proxies, Firewalls,and how network flows impact security and application behavior
• Ability to diagnose issues with load balancers, API gateways, and cloud networking
• Demonstrated expertise in rapidly diagnosing errors and identifying their source within a distributed system
• Excellent troubleshooting skills to efficiently resolve issues without unnecessary deep dives
• Experience analyzing logs, network traces, and debugging web/mobile app issues
• Experience reading and writing code in JavaScript and at least one other typed language
• Understanding of basic software architecture principles, including best practices and trade-offs
• Familiarity with Git and version control workflows

Responsibilities

• Provide high-quality technical support through multiple channels, ensuring an excellent customer experience
• Troubleshoot complex issues related to networking, web applications/mobile SDK, APIs, and cloud-based architectures
• Diagnose problems by analyzing logs, network requests, and error messages to identify root causes
• Clearly document findings, solutions, and workarounds for both customers and internal teams
• Work closely with Product and Engineering teams to provide customer feedback and influence product improvements
• Contribute to knowledge base articles, documentation, and internal support tools to enhance self-service capabilities
• Collaborate with cross-functional teams (Customer Success, Sales, Engineers and Product) to drive customer success initiatives
• Identify common issues and develop proactive strategies for resolution

Preferred Qualifications

• Awareness of different mobile application types (native, hybrid, WebView) and how they handle network requests
• Basic understanding of mobile debugging tools (e.g., Charles Proxy, Wireshark, or browser developer tools for mobile debugging)

Benefits

• A stake in Kasada’s global success with equity/stock options
• Flexible working hours and arrangements - Create a schedule that suits you
• Support for growing families - Generous parental leave allowances and resources to help in the lead up, during and after parental leave
• Resources for well-being to support your growth including our EAP - confidential counselling for you and your loved ones
• Birthday leave
• Wellness leave
• An action packed calendar of fun in-person and virtual events