Technical Support Engineer at ArmorCode Inc.

ArmorCode is seeking a Technical Support Engineer to provide world-class support to its customers. This role involves working closely with Engineering, Product, Quality, and Customer Success teams in a fast-paced environment. The engineer will be the first point of contact for customers, troubleshooting complex issues and ensuring customer satisfaction.

Responsibilities:

• Serve as the primary technical point of contact for ArmorCode’s customers.
• Manage, prioritize, and resolve incoming support tickets through Zendesk and Jira.
• Troubleshoot issues related to integrations with 260+ ecosystem partners.
• Diagnose and resolve technical problems in customer environments.
• Act as a subject matter expert on the ArmorCode platform’s key modules.
• Replicate customer issues in internal test environments, performing root cause analysis.
• Provide expert guidance on usage of ArmorCode’s security capabilities.
• Analyze application and infrastructure logs to proactively identify issues.
• Contribute to and enhance the ArmorCode knowledge base.
• Participate in regular triage calls with Engineering and Product teams.
• Support customers in maximizing the value of ArmorCode’s AI-driven features.
• Continuously stay updated on new ArmorCode features, security trends, and best practices.
• Drive continuous improvement in support processes.

Requirements:

• 5–6 years of technical support experience, preferably supporting SaaS or cloud applications.
• Bachelor’s degree in Computer Science, Engineering, or a related field.
• Scripting language (e.g., Java, Python, Unix scripting).
• Solid understanding of REST APIs, web/cloud technologies, and security concepts.
• Experience with AppSec and infrastructure security tools such as SCA, SAST, DAST, Qualys, and Tenable.
• Exceptional troubleshooting, analytical, and problem-solving abilities.
• Excellent communication skills — both written and verbal.
• A customer-first attitude with a collaborative, detail-oriented, and organized approach.
• Ability to work in rotating shifts to provide 24x7 support for US and EMEA clients.

What ArmorCode Offers:

• Career Growth: Clear progression paths and opportunities to advance your career.
• Flexible Work: Remote work options and flexible hours to support work-life balance.
• Collaborative Culture: A team that values knowledge-sharing, learning, and innovation.
• Employee Recognition: Awards, spot bonuses, and acknowledgment programs.
• Competitive Compensation: Salary + performance bonuses.
• Comprehensive Benefits: Health insurance for you and your dependents, learning & development support.
• Diversity & Inclusion: A safe, respectful, and inclusive workplace for all.