Technical Support Engineer - #1709028

Join Secure Code Warrior to create a safer digital landscape by assisting companies to secure their software through developer-led practices!

Secure Code Warrior’s mission is to establish new standards for coding that transform the ways software is created. We do this by providing the world’s leading agile learning platform that delivers the most effective secure coding solution for developers to learn, apply, and retain software security principles.  More than 600 enterprises trust Secure Code Warrior to implement agile learning security programs, build safer software, and create a culture of developer-driven security.  We are a venture-backed company with offices in Australia, the United States, Belgium, Iceland, and the United Kingdom.

The Technical Support Engineer role is both technical and customer-facing; you will be working on Tier 3 tickets as well as assisting our Tier 1 and Tier 2 support agents with any tickets that are escalated to you.

You will work with our customers all over the world, communicating technical information to them, engaging in fun technical discussions with our users, and assisting them in making the best use of the platform. You will also collaborate with internal teams (Sales, Marketing, etc.) to assist them with any technical issues, identify bugs and improvements, and share them with the appropriate teams (Product and Engineering).

• Diagnose and troubleshoot technical issues, as well as assist T1 and T2 support agents with tickets that have been escalated to you
• Fix content-related bugs
• 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
• Identify bugs and improvements in our platform and communicate them to the appropriate teams
• Proactively enhance our knowledge base documentation with questions for support issues
  
  

• 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
  
  

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!