Senior Technical Support Engineer

About the role

Endor Labs is looking for a Senior Technical Support Engineer to serve as the primary escalation point for Tier 1 and Tier 2 issues on its Application Security platform. You will work closely with engineering, product, and customer success teams to resolve complex bugs, mentor junior staff, and improve support processes.

Key responsibilities

• Diagnose and resolve high‑severity support tickets by analyzing system logs, code, and API interactions.
• Coordinate with Engineering and R&D to file, prioritize, and expedite critical bug fixes.
• Mentor junior engineers and promote best‑practice support techniques across the team.
• Manage enterprise customer escalations with empathy and urgency, balancing self‑service and key account needs.
• Partner with Product and Customer Success to identify recurring friction points and drive permanent improvements.
• Define and track core support KPIs such as response time, resolution speed, and CSAT.

Required profile

• 5+ years in Tier 3, escalation, or customer support engineering within a SaaS or developer‑tools environment.
• Strong communication skills, able to translate technical concepts for developers and executives.
• Ownership mindset: proactive, resourceful, and able to drive issues to resolution with incomplete information.
• Passion for application security, open‑source software, and modern developer workflows.

Required skills

• Hands‑on experience with Go, JavaScript, or Python.
• Proficiency with GitHub, GitLab, or Bitbucket and CI/CD pipelines.
• Familiarity with Docker, Kubernetes, and major cloud providers (AWS, GCP, Azure).
• Ability to troubleshoot complex codebases, analyze logs, and debug API/infrastructure interactions.
• Experience using AI‑assisted development tools such as Cursor, Claude, or GitHub Copilot.