​This is a full-time, remote (United States) Technical Support Engineer role at Contrast Security, a leader in Application Detection and Response (ADR). This position requires a hands-on technical expert to troubleshoot complex customer issues related to the application security platform. The engineer will be a key member of a global “follow-the-sun” support team, focused on AI-driven support transformation and ensuring customer success.

• ​Location: Remote, United States.
• ​Compensation (ICNT2): $105K – $130K annually, plus equity.
• ​Experience: 3–5+ years of experience in technical support, technical services, or a customer-facing engineering role.
• ​Focus: Advanced technical troubleshooting, contributing to an AI-enabled support model, managing escalated cases, and advocating for product improvements.
• ​Schedule: Participate in a global support rotation (“follow-the-sun” coverage).

​Key Responsibilities: Troubleshooting and AI Transformation

​The engineer will leverage deep technical knowledge to resolve critical application security issues and drive the evolution of the support ecosystem.

• ​Advanced Support: Provide advanced technical support by diagnosing, troubleshooting, and resolving issues related to Contrast’s application security platform.
• ​AI-Driven Support: Partner with the Director of Technical Support to support the transition toward AI-driven support, focusing on improved workflows, automation, and knowledge quality.
• ​Knowledge Base Management: Create, update, and enhance knowledge base content, ensuring information is accurate, accessible, and optimized for AI and search.
• ​Escalation Management: Handle escalated or complex cases with urgency and ownership, maintaining clear communication throughout the ticket lifecycle.
• ​Cross-Functional Collaboration: Collaborate closely with Product, Engineering, and Customer Success teams to surface emerging issues, advocate for customer needs, and provide insights for product improvements.
• ​KPI Contribution: Contribute to Support KPIs by driving improvements in response time, resolution rate, and customer satisfaction.

​Qualifications and Technical Requirements

​The role demands a strong foundation in security and software development practices to effectively support the product.

• ​Domain Expertise: Strong technical foundation in application security, software development, DevSecOps, or related disciplines.
• ​Programming Familiarity: Experience working with languages such as Java, .NET, or similar modern programming environments.
• ​SDLC/Tooling: Understanding of the software development lifecycle (SDLC), CI/CD pipelines, and common software engineering tooling.
• ​Support Platforms: Familiarity with support platforms such as Zendesk, Salesforce Service Cloud, Jira Service Management, or similar systems.
• ​Core Skills: Strong analytical and troubleshooting skills, ability to work independently, and clear, concise written and verbal communication for technical and non-technical users.
• ​Mindset: Customer-first mindset, with a high sense of ownership and accountability.