Frontline Support Engineer

Description:

The Company: Mend.io is passionate about safeguarding the applications that power our digital world. We are a fast-growing company with a vision for building next-level application security that developers and security teams both love to use. We have offices in Boston and Tel-Aviv as well as a global workforce of remote workers. 

Our culture is open, inclusive, and engaging, and we work hard to foster a company where everyone feels valued. Mend.io is a company that lives by its values:

• We are passionate about excellence
• We see the world from the customer perspective
• We are better together

In this position, you will work Sunday-Thursday with two days in the office and three days from home.



Our Mend.io Technical Support team continues to expand. We are looking for a junior 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 this role, you will be performing initial technical analysis and first response to incoming customer issues which involves technical troubleshooting, issue replication, and solution/workaround recommendations. You will be escalating complex issues to senior staff via smart routing and case re-assignment. In addition, the role entails providing prompt and accurate support to customers reaching out to us from the Mend.io application interface via our integrated chat solution. As the first point of contact, the Frontline Support Engineer has a privileged and essential responsibility in delivering an impactful and memorable experience to our customers. 

Requirements

• Bachelor’s Degree in an IT-related field or 2+ years in an IT frontline customer-facing Support role
• Knowledge or exposure to programming environments – not necessarily as a developer (e.g. Java, Python, JavaScript, C#, etc.)
• Basic understanding of cloud-hosted applications
• Familiar with various operating systems (e.g. Windows, Linux, OS X)
• Excellent analytical and problem-solving skills
• Outstanding communications skills in English (written and verbal)

Considered a plus:

• Experience with ticketing systems (e.g. Salesforce, Jira)
• Experience with SDLC and DevOps tools (e.g. GitHub, Azure DevOps, Jenkins)
• Familiarity with containerization (e.g. Docker, Kubernetes, OpenShift, etc.)
• Familiarity with cloud environments (AWS, MS Azure)
• Familiarity with identifying open-source licenses and copyrights
• Familiarity with Splunk and writing basic queries