Frontline Support Engineer

Description

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.

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

Requirements

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
  
  

The Company: Mend.io offers an enterprise suite of application security tools designed to help organizations build and manage a mature, proactive AppSec program. Mend.io supports both developers and security teams by giving each team different, but complementary, tools to work with—enabling them to stop chasing vulnerabilities and start proactively managing application risk.

Our Culture Is Open, Inclusive, And Engaging, And We Work Hard To Foster a Company Where Everyone Feels Valued. Mend Is a Company That Lives By Its Values

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

Mend.io's EEO Statement

Mend.io is an equal opportunity employer committed to encouraging and celebrating its diverse and inclusive workforce. We welcome all without regard to age, race, color, religion, gender identity and expression, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, citizenship, national origin, disability, military status, veteran status, political affiliation, or any other protected characteristics. All aspects of employment including hiring, training, advancement, and discipline will be solely based on merit and qualifications related to professional competence. Mend.io operates on a principle of mutual respect and acceptance, and every employee must follow Mend.io’s anti-harassment and anti-discrimination company policies.

Mend.io’s Diversity Commitment

At Mend.io, we believe bringing together diversity of experience and background creates a better place to work, a better product, and more opportunities to innovate. Mend.io is committed to doing its part to mend the equity gap, fostering a safe, inclusive environment to inspire and support employees to be their authentic selves and provide development opportunities for all.