Senior Technical Support Engineer
Core
Primary technical escalation point for Tier 1/2 support issues, diagnosing root causes in the Endor Labs Application Security platform and coordinating with Engineering to resolve critical customer bugs.
Role type
Senior Technical Support Engineer (Escalation/Support Engineering)
Builds
Application Security platform for software development
Domain
Application Security / Developer Tools / SaaS
Deliverable
client delivery
Required skills
Troubleshooting complex codebases, API/infrastructure debugging, log analysis, Go/JavaScript/Python proficiency, structured problem-solving, technical communication
Preferred skills
Source control management (GitHub/GitLab/Bitbucket), CI/CD pipelines, cloud-native technologies (Docker/Kubernetes/AWS/GCP/Azure), AI-assisted development tools
Technologies
Go, JavaScript, Python, Docker, Kubernetes, AWS, GCP, Azure, GitHub, GitLab, Bitbucket, Cursor, Claude, GitHub Copilot
Responsibilities
Serve as primary technical escalation point for Tier 1 and Tier 2 issues, coordinate with Engineering to resolve critical bug tickets, mentor Junior Engineers and the support team, manage customer escalations, partner with Product to identify friction patterns, optimize support tooling and processes, define and achieve support KPIs, maintain 24x5 SLA for enterprise customers
Seniority
Senior, hands-on IC