The Technical Support Engineer role is technical and customer-facing. You'll own Level 1 and Level 2 support tickets from first response to resolution. You'll resolve platform issues across our Portal, SSO, API and integrations, and you'll triage content-related tickets with clear documentation so they reach the right people quickly. As your expertise grows, you'll take on our content ticket types (Challenges, Missions, Coding Labs, Quests, Courses and Tournaments) and start fixing straightforward content bugs yourself.
You'll work with customers around the world, explaining technical information clearly and helping them get the most from the platform. You'll also work with internal teams such as Customer Success, Sales, Engineering and Content. Together you'll resolve issues, spot bugs and improvement opportunities, and share them with the teams who can act on them.
What You Will Do
Diagnose, troubleshoot and resolve Level 1 and Level 2 tickets across the Portal, SSO, API and integrations.
Identify content-related tickets, resolve level 1 and level 2 issues. Reproduce and document any level 3 issues clearly before escalating to Senior Technical Support or the Content team.
Follow our triage, escalation and customer communication workflows, and use good judgment on when to involve Engineering.
Own SLA compliance on your tickets, and keep ticket management clean so every ticket shows an accurate, up-to-date status.
Ensure tickets are resolved according to timelines & priorities, and raising escalations when needed.
Maintain a "closed-loop" communication style so customers and internal teams always know where an issue stands.
Flag potential bugs and improvements with clear reproduction steps and pass them to the right teams.
Contribute to the knowledge base with articles for common platform issues.
Grow into handling content tickets independently and fixing straightforward content bugs directly.
What You Will Bring
1+ years of experience in technical support or a customer-facing technical role, ideally in a SaaS environment.
Demonstrable programming knowledge, including the ability to read code and debug issues.
Familiarity with SSO (such as SAML and OIDC), REST APIs and third-party integrations is a strong plus.
Strong analytical, troubleshooting and problem-solving skills.
Soft skills: empathy, a proactive approach, and a customer-focused mindset that keeps the customer experience at the center of every interaction.
Clear, confident written communication, especially when explaining technical issues to non-technical users.
Experience with software security would be a huge advantage but is not essential.
AI knowledge would be a huge benefit but is not essential, such as familiarity with AI coding assistants or how AI-generated code is created and reviewed.
A continuous-learning mindset and eagerness to grow your platform, content and security expertise.
A team player with a strong work ethic who takes ownership of your commitments.
You're joining us at an exciting stage of our journey, and you’re a key piece to what comes next. Expect real room to create impact and deliver on your ideas. The pace is quick and the bar is high; in return, you get genuine ownership and the kind of growth that only comes from building something that matters.
We also know you do your best work when you're rested and energized. Flexibility here runs on trust: we trust you to deliver when it counts, and we trust you to take the time you need to recharge. With teammates around the world, your hours can flex to fit your life, backed by generous leave and work-from-home options that help you make work work for you.
You'll join a tight-knit team that values humility and giving back, both to the community and to each other. Making the world a little brighter as we make it more secure is part of being a Warrior.
We live and work by the Warrior Code. It means getting feedback you can trust, shared without fear. It means no genius jerks: how you treat people counts as much as what you deliver. We do what we say we'll do, we celebrate the wins properly, and we do the right thing even when no one's watching. Come as you are, bring your best, and we'll do the same.
Skills Required
- At least 1 year of experience in technical support or a customer-facing technical role
- Demonstrable programming knowledge, including the ability to read code and debug issues
- Strong analytical, troubleshooting, and problem-solving skills
- Empathy, a proactive approach, and a customer-focused mindset
- Clear and confident written communication when explaining technical issues to non-technical users
- Continuous-learning mindset and eagerness to develop platform, content, and security expertise
- Team-oriented approach, strong work ethic, and ownership of commitments
- Experience in a SaaS environment
- Familiarity with SSO, including SAML and OIDC, REST APIs, and third-party integrations
- Experience with software security
- Knowledge of AI coding assistants or AI-generated code creation and review
What We Do
Secure Code Warrior makes secure coding a positive and engaging experience for developers as they increase their skills. We guide each coder along their own preferred learning pathway, so that security-skilled developers become the everyday superheroes of our connected world.
