Technical Support Engineer

Software development is changing fast, and code is no longer written by humans alone. Secure Code Warrior is the AI Software Governance platform that gives organizations visibility into how their software is created, strengthens developer capability, and reduces risk before code reaches production. Built on a decade as the world's leading secure coding training platform, we're trusted by enterprises worldwide. We're a venture-backed company with offices in Australia, the United States, Belgium, Iceland, and the United Kingdom.

Join Secure Code Warrior and help us in our mission to create a safer digital landscape. We’re empowering organizations to secure their software–no matter how the code is written!

The Technical Support Engineer role is technical and customer-facing. You'll own Level 1 and Level 2 support tickets from first response to resolution. You'll resolve platform issues across our Portal, SSO, API and integrations, and you'll triage content-related tickets with clear documentation so they reach the right people quickly. As your expertise grows, you'll take on our content ticket types (Challenges, Missions, Coding Labs, Quests, Courses and Tournaments) and start fixing straightforward content bugs yourself.

You'll work with customers around the world, explaining technical information clearly and helping them get the most from the platform. You'll also work with internal teams such as Customer Success, Sales, Engineering and Content. Together you'll resolve issues, spot bugs and improvement opportunities, and share them with the teams who can act on them.

What You Will Do

• Diagnose, troubleshoot and resolve Level 1 and Level 2 tickets across the Portal, SSO, API and integrations.
• Identify content-related tickets, resolve level 1 and level 2 issues.  Reproduce and document any level 3 issues clearly before escalating to Senior Technical Support or the Content team.
• Follow our triage, escalation and customer communication workflows, and use good judgment on when to involve Engineering.
• Own SLA compliance on your tickets, and keep ticket management clean so every ticket shows an accurate, up-to-date status.
• Ensure tickets are resolved according to timelines & priorities, and raising escalations when needed.
• Maintain  a "closed-loop" communication style so customers and internal teams always know where an issue stands.
• Flag potential bugs and improvements with clear reproduction steps and pass them to the right teams.
• Contribute to the knowledge base with articles for common platform issues.
• Grow into handling content tickets independently and fixing straightforward content bugs directly.

What You Will Bring

• 1+ years of experience in technical support or a customer-facing technical role, ideally in a SaaS environment.
• Demonstrable programming knowledge, including the ability to read code and debug issues.
• Familiarity with SSO (such as SAML and OIDC), REST APIs and third-party integrations is a strong plus.
• Strong analytical, troubleshooting and problem-solving skills.
• Soft skills: empathy, a proactive approach, and a customer-focused mindset that keeps the customer experience at the center of every interaction.
• Clear, confident written communication, especially when explaining technical issues to non-technical users.
• Experience with software security would be a huge advantage but is not essential.
• AI knowledge would be a huge benefit but is not essential, such as familiarity with AI coding assistants or how AI-generated code is created and reviewed.
• A continuous-learning mindset and eagerness to grow your platform, content and security expertise.
• A team player with a strong work ethic who takes ownership of your commitments.