Technical Support Engineer

Description

We're expanding our Mend.io Technical Support team and are seeking a passionate Technical Support Engineer eager to dive into the dynamic world of security and compliance. This role focuses on both open-source and closed-source software, with an emphasis on Software Composition Analysis (SCA) and Static Application Security Testing (SAST).

The ideal candidate is naturally curious, possesses excellent communication and time management skills, and has a solid ability to quickly grasp and apply the latest technologies used in modern Software Development Life Cycle (SDLC) practices. If you're excited by the challenge of understanding how software security vulnerabilities are identified, reported, and remediated, and you're keen to gain hands-on experience with a wide array of cutting-edge tools—including software package managers, source code management (SCM) systems, CI/CD pipelines, containers, orchestration tools, and more—this is the perfect opportunity for you!

Location: United States (Remote)

At Mend.io, we are committed to providing a supportive work environment, even in a remote setting, to ensure your success in this role.

In this position, your main responsibilities will include conducting initial analysis and providing the first response to incoming customer issues. This will involve technical troubleshooting, replicating issues, and offering solutions or workarounds. You will be expected to provide prompt and accurate support to customers who contact us through the Mend.io support portal. As the initial point of contact, the Technical Support Engineer plays a critical role in ensuring a positive experience for our customers.

Requirements

Required Qualifications:

• Bachelor's degree in a technical field or 2+ years of experience in a technical support role.
• Experience with ticketing systems (e.g., Salesforce, Jira)
• Knowledge or exposure to programming environments – not necessarily as a developer (e.g., Java, Python, JavaScript, C#, etc.)
• Basic understanding of cloud-hosted applications
• Familiar with various operating systems (e.g., Windows, Linux, OS X)
• Excellent analytical, problem-solving, and time-management skills
• Outstanding communication skills in English (written and verbal)

Considered a plus:

• Experience with SDLC and DevOps tools (e.g., GitHub, Azure DevOps, Jenkins)
• Familiarity with containerization (e.g., Docker, Kubernetes, OpenShift, etc.)
• Familiarity with cloud environments (AWS, MS Azure)
• Familiarity with identifying open-source licenses and copyrights
• Familiarity with Splunk and writing basic queries