Cycode is seeking an experienced and highly motivated Support Engineer to join our dynamic Support team. As a Support Engineer, you will play a critical role in ensuring the success of our customers by providing technical support and delivering solutions to issues raised by customers. You will work closely with our customers, as well as collaborate with cross-functional teams to enhance the overall customer experience.

Responsibilities:

Customer Support:

• Provide high-quality technical support to customers via various channels (email, chat, phone).
• Troubleshoot and resolve issues promptly and effectively.
• Collaborate with customers to understand their needs and provide tailored solutions.
  
  

• Develop and maintain in-depth knowledge of Cycode to effectively troubleshoot and resolve customer issues.
• Stay updated on product enhancements, new features, and industry best practices.
  
  

• Analyze and diagnose technical issues reported by customers and provide timely resolutions.
• Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution.
• Document troubleshooting steps and solutions for internal and external knowledge bases.
  
  

• Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements.
  
  

• Contribute to the development of documentation to streamline support processes.
  
  

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 6-10 years of experience in a technical support role for SaaS software.
• Knowledge of application security software (i.e. Secrets, SCA, SAST, etc.) and related technologies.
• Knowledge of Git and its processes.
• Excellent communication and interpersonal skills.
• Ability to thrive in a fast-paced environment and handle multiple priorities.
• Proven track record of delivering exceptional customer support.
• Experience working with APIs
• Knowledge of monitoring tools (e.g. New Relic) and logging solutions (e.g. Grafana) for identifying and resolving issues.
• Experience using a support ticketing tool (i.e. Zendesk)
  
  

• Experience with Kubernetes environments