Role overview

Secure Code Warrior is an AI Software Governance platform that provides organizations with visibility into software creation, strengthens developer capabilities, and reduces risk before code reaches production. As a Technical Support Engineer, you’ll be the first point of contact for customers experiencing technical issues, owning support tickets through to resolution and working with a global customer base.

Key responsibilities

Handle Level 1 and Level 2 support tickets from initial customer contact through to complete resolution.
Troubleshoot and resolve technical issues affecting the Portal, SSO, API, and platform integrations.
Triage content-related support tickets and create clear documentation to route them efficiently to the appropriate teams.
Communicate technical information in accessible language to customers of varying technical backgrounds.
Identify and document bugs and platform improvement opportunities, escalating findings to Engineering and Content teams.
Collaborate with internal teams including Customer Success, Sales, Engineering, and Content to resolve complex issues and enhance the customer experience.
Progress to managing content ticket types such as Challenges, Missions, Coding Labs, Quests, Courses, and Tournaments, including fixing straightforward content bugs independently.

Requirements

Strong technical foundation with the ability to troubleshoot platform issues across portals, authentication systems, APIs, and third-party integrations.
Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
Ability to work effectively with a globally distributed customer base across different time zones.
Collaborative mindset with experience working cross-functionally across multiple departments to solve problems.
Attention to detail and organizational skills for managing multiple support tickets and documenting issues systematically.