Frontline Support Engineer - Remote

Overview

Our Mend.io Technical Support team continues to expand. We are looking for an engineer who is eager to get immersed in the world of security and compliance associated with the use of open-source and closed-source software, specifically in the Software Composition Analysis (SCA) and Static Application Security Testing (SAST) fields. The ideal candidate is innately curious, has excellent communication skills, and has a high aptitude for quickly learning new leading-edge technologies used in today’s SDLC practices. If you are excited about the idea of learning how software security vulnerabilities are found, reported, and remediated in today’s world of software development, as well as experiencing hands-on a multitude of cutting-edge tools including software package managers, source code management (SCM) systems, CI/CD solutions, containers, orchestration and more, this is the job for you!

In Short

• Perform technical analysis and first response to incoming customer issues.
• Technical troubleshooting, issue replication, and solution/workaround recommendations.
• Escalate complex issues to senior staff via smart routing and case re-assignment.
• Provide prompt and accurate support to customers via integrated chat solution.
• Work Sunday-Thursday with two days in the office and three days from home.

Requirements

• Bachelor’s Degree in an IT-related field or 2+ years in a customer-facing Support role.
• Knowledge or exposure to programming environments (e.g. Java, Python, JavaScript, C#).
• Basic understanding of cloud-hosted applications.
• Familiar with various operating systems (e.g. Windows, Linux, OS X).
• Excellent analytical and problem-solving skills.
• Outstanding communication skills in English (written and verbal).

Benefits

• Open, inclusive, and engaging company culture.
• Opportunities for professional development.
• Supportive work environment that values diversity.