Technical Support Engineer
Secure Code Warrior
IT, Customer Service
Posted on Thursday, October 5, 2023
Our mission at Secure Code Warrior is to make the digital world safer by helping companies secure their software through developer-driven security. In a nutshell, Secure Code Warrior gives developers the skills to write secure code. Our learning platform is the most effective secure coding solution because it uses agile learning methods for developers to learn, apply, and retain software security principles. Over 600 enterprises trust Secure Code Warrior to implement agile learning security programs, deliver secure software rapidly, and create a culture of developer-driven security.
To make our mission possible, we’ve brought together individuals passionate about software, security, connection, and collaboration. We are a venture-backed, global remote-first company with offices in Australia, America, Belgium, Iceland, and the United Kingdom.
For more information about Secure Code Warrior, visit www.securecodewarrior.com.
As a Technical Support Engineer, you will work on complex technical issues and provide support to Level 1 and Level 2 support agents on escalated tickets.
You will work with our customers around the world, communicating technical information to them, engaging in fun technical discussions with developers (our main user base), and helping them optimize their experience on the platform.
You will also collaborate closely with internal teams to assist them with any technical issues, identify bugs and improvements, and share them with the appropriate teams (Product and Engineering).
What will I do?
Develop a deep understanding of the Product.
Diagnose and troubleshoot advanced technical issues/tickets.
Fix content-related bugs.
Help level 1 and level 2 engineers with tickets whenever needed.
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.
Facilitate the flow of feedback and improvement ideas to our Engineering and Product teams.
What we are looking for?
1 + years relevant experience in technical support
Demonstrable knowledge in programming
Experience with software security would be a huge advantage but not essential
Strong analytical, troubleshooting, and problem-solving skills
A team player and strong work ethic
Experience with software security is a huge plus.
You're joining us at an exciting stage in our journey, and are key to our future success. You’ll have the opportunity to create impact, deliver on your ideas, and use your spark; experience and expertise to help us live long and prosper.
Warriors have full flexibility. We appreciate that you’ll do your best work when you’re rested and energized. With our business operating globally, there’s no 9-5 grind at Secure Code Warrior. You’re encouraged to work the days, times and in the way that suits your best. We also offer generous leave and work from home options so you can make work work for you.
We’re a tight-knit team that values humility, diversity, giving back to the community and to each other. Giving back is key to being a Warrior, and we do what we can to make the world a little bit brighter as we work to make it more secure.
Diversity. Inclusion. They’re more than just words for us. They’re the hard-and-fast principles guiding how we build our teams, cultivate leaders and create a company where every single person feels safe and celebrated. We have a global, multicultural following—we want to reflect that inside our walls and ensure people come as they are, we like it that way!