Technical Support Engineer

Summary

Join Secure Code Warrior as a Technical Support Engineer and contribute to a safer digital landscape. This role involves providing Tier 3 technical support, assisting other support agents, and collaborating with internal teams. You will diagnose and troubleshoot technical issues, ensure service level agreements are met, and maintain clear communication. The position requires experience in technical support and programming knowledge. Secure Code Warrior offers flexible work arrangements, generous leave, and a supportive team environment.

Requirements

• 1 + years relevant experience in technical support
• Demonstrable knowledge in programming
• Strong analytical, troubleshooting, and problem-solving skills
• A team player and strong work ethic

Responsibilities

• Diagnose and troubleshoot technical issues, as well as assist T1 and T2 support agents with tickets that have been escalated to you
• Fix content-related bugs
• Ensure SLAs and customer service standards are met by working with other technical teams to ensure tickets are resolved according to timelines & priorities, and raising escalations when needed
• Maintain a ‘closed-loop’ communication style that ensures all relevant teams are aware of the problem-solving status
• Identify bugs and improvements in our platform and communicate them to the appropriate teams
• Proactively enhance our knowledge base documentation with questions for support issues

Preferred Qualifications

Experience with software security would be a huge advantage but not essential

Benefits

• Full flexibility
• No 9-5 grind
• Generous leave
• Work from home options