Technical Support Engineer
What We’re About
Apiiro is a fast-growing startup at the forefront of the application security field. Our cutting-edge platform is designed to help development teams build secure software quickly, enabling them to move faster while managing risks. As pioneers in the app-sec space, we’re shaping the future of secure software development. If you're looking for an exciting opportunity to make a significant impact and grow with a passionate team, Apiiro is the place to be.
What You’re About
We’re looking for a Technical Support Engineer with Tier 3 experience to join our global team. In this role, you’ll work directly with enterprise customers to resolve their most critical technical issues, ensure successful adoption of Apiiro and act as a trusted technical advisor.
You’ll be front and center with customers, owning complex cases end-to-end and collaborating closely with R&D and product teams. You’ll engage directly with customers, giving you greater impact, visibility and ownership while helping shape the success of their implementations.
- 3+ years in technical or product support, ideally for SaaS, AppSec or DevOps platforms.
- Tier 3-level troubleshooting skills across: Source control systems (GitHub, GitLab, Bitbucket, APIs (REST/GraphQL, authentication, integrations), Cloud platforms (AWS and GCP required; Azure a plus), Monitoring & observability tools (Grafana or similar), Operating systems (Linux/Windows), Containers & orchestration (Docker, Kubernetes), CI/CD pipelines (Jenkins, - GitHub Actions, GitLab, Azure DevOps), Databases (PostgreSQL/MySQL).
- Scripting skills (Python, Bash, or PowerShell) for diagnostics and automation.
- Excellent customer communication skills: able to explain complex technical issues in plain language.
- Self-motivated, comfortable in a remote-first environment and able to collaborate across time zones.
What You Will Do
Serve as the primary technical contact for enterprise customers, owning issues from first report to resolution.
Troubleshoot complex challenges across cloud environments, CI/CD pipelines, SCMs, APIs and integrations.
Investigate and resolve issues in source control management (SCM) platforms such as GitHub, GitLab and Bitbucket.
Work with Grafana dashboards and monitoring tools to diagnose system and integration problems.
Partner with R&D to diagnose product issues, drive fixes and provide feedback for platform improvements.
Provide clear, proactive communication with customers, managing expectations during high-impact issues.
Share knowledge through documentation, runbooks and training sessions to empower customers and teammates.
Advocate for customers internally, ensuring their needs influence product priorities and enhancements.