Senior Technical Support Engineer; Tier 3 - Application Security

Well-funded application security SaaS company with an award-winning cloud native application security platform, which is able to leverage Gen AI. The company has doubled ARR consistently for the last 2 years, and this is a newly created hire to manage tier 3 technical support escalations in the Americas. The business has multiple Fortune 100 customers, and the business is in heavy growth mode.

The ideal candidate will have expertise with application security and cloud/container security. The company has strong VC backers and over $70MM in funding. This position is 100% remote.

We are looking for a Senior Technical Support Engineer to join our growing global support team. This role is ideal for an experienced, customer-facing engineer who thrives in complex technical environments and enjoys working closely with customers, Product, and R&D.

You will serve as a senior escalation point, owning complex customer issues end-to-end, supporting advanced deployments, and helping shape our support processes as we scale. This role includes supporting large enterprise customers, which requires meeting specific compliance and verification standards.

Responsibilities:

• Act as a senior escalation point for complex technical issues requiring deep investigation and close collaboration with R&D
• Own support cases from initial investigation through resolution, ensuring high customer satisfaction
• Support deployment, configuration, and optimization of our platform in complex, cloud-native and hybrid environments
• Troubleshoot issues using logs, SQL queries, APIs, and system-level tools
• Partner with Product and Engineering to identify recurring issues, serviceability gaps, and improvement opportunities
• Lead or contribute to root cause analysis and proactive problem prevention
• Create and maintain technical documentation, FAQs, troubleshooting guides, and internal knowledge articles
• Participate in on-call rotation for after-hours, weekend, and holiday coverage as required
• Help improve operational tooling, playbooks, and support workflows as the team scales

Required Qualifications:

• 4+ years of experience in global technical support or a similar customer-facing technical role at tier 3 level
• Hands-on experience using SQL to query databases and troubleshoot production issues
• Strong proficiency with Linux and command-line tools
• Experience supporting cloud-native applications, including Kubernetes and Helm
• Familiarity with REST APIs and/or Graph
  
  QL for troubleshooting integrations and product behavior
• Strong written and verbal communication skills with a customer-first mindset
• Experience writing technical documentation (FAQs, troubleshooting guides, how-tos)
• Ability to manage multiple issues simultaneously in a fast-paced environment

Nice-to-Have

• Federal experience with the ability to obtain a security clearance

This is a remote role and we will consider candidates ideally in EST