Support Engineer

This is a unique opportunity to join an exciting early stage startup experiencing hypergrowth in a white-hot segment of the cybersecurity space.

Cycode is a rapidly growing cybersecurity startup and creator of the world’s first complete software supply chain security solution. According to Gartner, software supply chain attacks (like the one that impacted Solarwinds) will affect 45% of organizations and grow three-fold by 2025. Unfortunately, traditional AppSec offers little protection against these devastating threats. That’s where Cycode comes in. Our platform provides customers with complete visibility, security, and integrity across all phases of the software development lifecycle (SDLC) — to prevent them from becoming the next Solarwinds.

Cycode was founded in 2019 and is backed by top venture capital firms YL Ventures and Insight Partners. We’ve received numerous awards and recognition including being named one of the top cybersecurity startups in the Cyber Defense Magazine Top 100 (2020), Accel 2021 Euroscape Top 100, Analytics Insight “Top Cybersecurity Companies to Watch in 2021”, winner of the 2021 Cyber Defender Award and a finalist for the 2021 CISO Choice in Application Security. In 2023, we won Cyber Defense Magazine's Top Infosec Innovator.

We are looking for a Support Engineer who can provide technical assistance to our customers. You will diagnose and troubleshoot issues and help our customers with installations.

Support engineer responsibilities include resolving customer issues, installing on-premise software, and identifying defects. You will use email and chat applications to give clients quick answers to simple product issues. For more complex problems that require detailed instruction, you will contact clients via phone (eg. Zoom) and/or provide clear, written instructions and technical documentation.

Responsibilities:

• Research and identify solutions to product issues
• Diagnose and troubleshoot technical issues
• Ask customers targeted questions to understand the root of the issue
• Ability to refer to internal and external documentation to provide accurate solutions
• Provide customers a series of actions, either via phone, email, or chat, to the resolution to a technical issue
• Helping customers install on-premise software
• Properly escalate unresolved issues to the development team
• Provide prompt and accurate feedback to customers
• Document technical knowledge in the form of knowledge base and FAQs
• Ability to prioritize and manage several open issues
• Self-motivated and able to handle tasks independently, technical or otherwise
  
  

Requirements:

• 5+ years of experience as a Support Engineer
• Proven experience in providing technical support to large enterprise or strategic customers, with a strong ability to manage complex customer relationships and resolve high-priority issues efficiently.
• Experience with a Support ticketing systems (i.e. Zendesk, Jira, etc.) and meeting customer SLAs
• Understanding of Git usage and best practices
• Understands how to use and describe APIs
• Creation of Knowledge Base articles for FAQs or Commonly Asked Questions
• Kubernetes knowledge is a plus, but not required
• Hands on experience with Linux/Mac OS environments
• Ability to diagnose and troubleshoot software security issues
• Ability to provide step-by-step instructions to customers, both verbally and written
• Additional certification in Linux, Kubernetes, Docker or similar technologies is a plus
• Proactively engages with customers and team member to address issues and questions
• BS degree in Information Technology, Computer Science or related field - advantage