Support Engineer

Description

At Cycode, we are on a mission to bring peace of mind to businesses by helping them deliver safe code faster. Trusted by security teams worldwide, we have a proven track record of success and a culture that values world-class talent. Our platform combines state-of-the-art technology with cutting-edge design to provide seamless and secure experiences for our users. We are growing rapidly and looking for passionate, talented individuals to join our dynamic team.

Cycode was founded in 2019 and is backed by top venture capital firms YL Ventures and Insight Partners. We’ve received numerous awards and recognition including being named one of the top cybersecurity startups in the Cyber Defense Magazine Top 100 (2020), Accel 2021 Euroscape Top 100, Analytics Insight “Top Cybersecurity Companies to Watch in 2021”, winner of the 2021 Cyber Defender Award and a finalist for the 2021 CISO Choice in Application Security. In 2023, we won Cyber Defense Magazine's Top Infosec Innovator.

Cycode is seeking an experienced and highly motivated Support Engineer to join our dynamic Support team. As a Support Engineer, you will play a critical role in ensuring the success of our customers by providing technical support and delivering solutions to issues raised by customers. You will work closely with our customers, as well as collaborate with cross-functional teams to enhance the overall customer experience.

Responsibilities:

Customer Support:

• Provide high-quality technical support to customers via various channels (email, chat, phone).
• Troubleshoot and resolve issues promptly and effectively.
• Collaborate with customers to understand their needs and provide tailored solutions.

Technical Expertise:

• Develop and maintain in-depth knowledge of Cycode to effectively troubleshoot and resolve customer issues.
• Stay updated on product enhancements, new features, and industry best practices.

Problem Resolution:

• Analyze and diagnose technical issues reported by customers and provide timely resolutions.
• Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution.
• Document troubleshooting steps and solutions for internal and external knowledge bases.

Customer Advocacy:

• Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements.

Continuous Improvement:

• Contribute to the development of documentation to streamline support processes.

Requirements

• 3-5 years of experience in a technical support role for SaaS Security software.
• Excellent communication and interpersonal skills.
• Ability to thrive in a fast-paced environment and handle multiple priorities.
• Experience with Kubernetes environments
• Proven track record of delivering exceptional customer support.
• Experience working with APIs
• Knowledge of monitoring tools (e.g. New Relic) and logging solutions (e.g. Grafana) for identifying and resolving issues.
• Experience using a support ticketing tool (i.e. Zendesk)
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Fluent English, both written and spoken

Preferred Skills:

• Knowledge of application security software (i.e. Secrets, SCA, SAST, etc.) and related technologies.
• Knowledge of Git and its processes.