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Support Engineer
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Overview At Cycode, we are on a mission to bring peace of mind to businesses by helping them deliver safe code faster. Trusted by security teams worldwide, we have a proven track record of success and a culture that values world-class talent. Our platform combines state-of-the-art technology with cutting-edge design to provide seamless and secure experiences for our users. We are growing rapidly and looking for passionate, talented individuals to join our dynamic team. Responsibilities Provide high-quality technical support to customers via various channels (email, chat, phone). Troubleshoot and resolve issues promptly and effectively. Collaborate with customers to understand their needs and provide tailored solutions. Develop and maintain in-depth knowledge of Cycode to effectively troubleshoot and resolve customer issues. Stay updated on product enhancements, new features, and industry best practices. Analyze and diagnose technical issues reported by customers and provide timely resolutions. Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution. Document troubleshooting steps and solutions for internal and external knowledge bases. Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements. Contribute to the development of documentation to streamline support processes. Requirements 3-5 years of experience in a technical support role for SaaS Security software. Excellent communication and interpersonal skills. Ability to thrive in a fast-paced environment and handle multiple priorities. Experience with Kubernetes environments. Proven track record of delivering exceptional customer support. Experience working with APIs. Knowledge of monitoring tools (e.g. New Relic) and logging solutions (e.g. Grafana) for identifying and resolving issues. Experience using a support ticketing tool (i.e. Zendesk). Bachelor's degree in Computer Science, Information Technology, or a related field. Fluent English, both written and spoken. Preferred Skills Knowledge of application security software (i.e. Secrets, SCA, SAST, etc.) and related technologies. Knowledge of Git and its processes. #J-18808-Ljbffr
