Customer Support Engineer - Tier 2

| India | Remote
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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

The role of the Technical Support Engineer is essential for maintaining the smooth functioning of our company's customer-facing assets. As a key player in this position, you will be actively engaged in addressing and resolving technical issues, all while maintaining an exceptional standard of customer service. Your collaboration with our Engineering, product, QS,  teams and Customer Success is integral to achieving our primary goal of providing unparalleled customer support. This role positions you at the frontline of ensuring our customers receive the best possible support.

Roles and Responsibilities:

●    Oversee and manage our ticketing system, from issue inception to resolution, ensuring timely and effective communication with customers. Triage tickets logged by customer and maintain communication with customer to meet SLA 
●    Document customer interactions, inquiries, and resolutions accurately and comprehensively in the Zendesk and Jira systems.
●    Use and build the knowledge base by writing FAQs, articles, etc.
●    Open to work in stagger shifts to match US/Europe time zones for 24/5 model coverage. 
●    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.
●    Work closely with the L2 and L3 team and the engineering team to address technical and product-related queries from both customers and customer success team.
●    Participate in triage calls and conduct root cause analysis to address underlying issues.
●    Replicate issues in test environments to diagnose and resolve.
●    Collaborate with cross-functional teams to escalate complex issues, ensuring prompt and accurate resolution for customers.
●    Contribute to the improvement of support processes and systems, Documentation, KB articles, identifying areas for enhancement and suggesting solutions to optimize customer support operations.
●    Analyze 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.
●    Continuously update product knowledge to stay informed about new features, enhancements, and updates.
●    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.
●    Attend regular training sessions and participate in product-focused workshops to enhance technical knowledge.
●    Oversee and manage our ticketing system, from issue inception to resolution, ensuring timely and effective communication with customers.
●    Regularly review and suggest improvements for the self-service knowledge base.
●    To evolve the case resolution process and effectively handle more intricate problems passed on by Level 1 support, the Level 2 Support Engineers will focus on reducing reliance on Engineering.
●    Level2 Support Engineer will cultivate a deeper understanding of complex technical issues, leveraging advanced troubleshooting skills, and collaborating closely with cross-functional teams. 
●    Level 2 Support Engineers will play a pivotal role in independently resolving challenges, contributing to a more streamlined and efficient support framework.

Qualifications and Experience requirements:

●    5-6 years of minimum experience in a technical customer support role 
●    Bachelor's degree in Computer Science, Engineering, or a related field.’
●    Proficiency in at least one programming or scripting language (e.g., Java, Python, Unix).
●    Experience with Web/Cloud hosted applications.
●    Familiarity with REST APIs and cloud concepts.
●    Experience with security tools such as Software Composition Analysis (SCA), Static Application Security Testing (SAST), Dynamic Application Security Testing (DAST), infrastructure security tools such as Qualys, Tenable and similar tools. 
●    Strong verbal and written communication skills.
●    Demonstrated ability in log analysis.
●    Excellent analytical and problem-solving skills.
●    Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
●    Collaborative mindset with a focus on delivering a seamless customer experience.
●    Detail-oriented and efficient in handling customer requests.
●    Have a good understanding of cloud concepts and provide support related to cloud-hosted applications.


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 acknowledgement.
  • 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 dependants, 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.

More Information on ArmorCode Inc.
ArmorCode Inc. operates in the Cloud industry. The company is located in Palo Alto, California. ArmorCode Inc. was founded in 2020. It has 142 total employees. To see all 6 open jobs at ArmorCode Inc., click here.
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