{"id":761,"date":"2025-12-08T21:25:53","date_gmt":"2025-12-08T21:25:53","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&#038;p=761"},"modified":"2025-12-08T21:25:57","modified_gmt":"2025-12-08T21:25:57","slug":"technical-support-engineer-application-security-platform","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/technical-support-engineer-application-security-platform\/","title":{"rendered":"Technical Support Engineer \u2013 Application Security Platform"},"content":{"rendered":"\n<p>\u200bThis is a full-time, <strong>remote (United States)<\/strong> <strong>Technical Support Engineer<\/strong> 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 &#8220;follow-the-sun&#8221; support team, focused on <strong>AI-driven support transformation<\/strong> and ensuring customer success.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Location:<\/strong> Remote, United States.<\/li>\n\n\n\n<li>\u200b<strong>Compensation (ICNT2):<\/strong> $105K \u2013 $130K annually, plus equity.<\/li>\n\n\n\n<li>\u200b<strong>Experience:<\/strong> <strong>3\u20135+ years<\/strong> of experience in technical support, technical services, or a customer-facing engineering role.<\/li>\n\n\n\n<li>\u200b<strong>Focus:<\/strong> Advanced technical troubleshooting, contributing to an <strong>AI-enabled support model<\/strong>, managing escalated cases, and advocating for product improvements.<\/li>\n\n\n\n<li>\u200b<strong>Schedule:<\/strong> Participate in a global support rotation (&#8220;follow-the-sun&#8221; coverage).<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u200bKey Responsibilities: Troubleshooting and AI Transformation<\/h2>\n\n\n\n<p>\u200bThe engineer will leverage deep technical knowledge to resolve critical application security issues and drive the evolution of the support ecosystem.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Advanced Support:<\/strong> Provide advanced technical support by <strong>diagnosing, troubleshooting, and resolving issues<\/strong> related to Contrast&#8217;s application security platform.<\/li>\n\n\n\n<li>\u200b<strong>AI-Driven Support:<\/strong> Partner with the Director of Technical Support to support the transition toward <strong>AI-driven support<\/strong>, focusing on improved workflows, automation, and knowledge quality.<\/li>\n\n\n\n<li>\u200b<strong>Knowledge Base Management:<\/strong> Create, update, and enhance knowledge base content, ensuring information is <strong>accurate, accessible, and optimized for AI and search<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Escalation Management:<\/strong> Handle <strong>escalated or complex cases<\/strong> with urgency and ownership, maintaining clear communication throughout the ticket lifecycle.<\/li>\n\n\n\n<li>\u200b<strong>Cross-Functional Collaboration:<\/strong> Collaborate closely with <strong>Product, Engineering, and Customer Success<\/strong> teams to surface emerging issues, advocate for customer needs, and provide insights for product improvements.<\/li>\n\n\n\n<li>\u200b<strong>KPI Contribution:<\/strong> Contribute to Support KPIs by driving improvements in <strong>response time, resolution rate, and customer satisfaction<\/strong>.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u200bQualifications and Technical Requirements<\/h2>\n\n\n\n<p>\u200bThe role demands a strong foundation in security and software development practices to effectively support the product.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Domain Expertise:<\/strong> <strong>Strong technical foundation in application security, software development, DevSecOps, or related disciplines<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Programming Familiarity:<\/strong> Experience working with languages such as <strong>Java, .NET, or similar modern programming environments<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>SDLC\/Tooling:<\/strong> Understanding of the <strong>software development lifecycle (SDLC), CI\/CD pipelines<\/strong>, and common software engineering tooling.<\/li>\n\n\n\n<li>\u200b<strong>Support Platforms:<\/strong> Familiarity with support platforms such as <strong>Zendesk, Salesforce Service Cloud, Jira Service Management<\/strong>, or similar systems.<\/li>\n\n\n\n<li>\u200b<strong>Core Skills:<\/strong> Strong analytical and troubleshooting skills, ability to work independently, and <strong>clear, concise written and verbal communication<\/strong> for technical and non-technical users.<\/li>\n\n\n\n<li>\u200b<strong>Mindset:<\/strong> Customer-first mindset, with a high sense of ownership and accountability.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\u200bThis 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 &#8220;follow-the-sun&#8221; support team, focused on [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[42,734],"jobpost_job_type":[39],"jobpost_location":[1041],"jobpost_tag":[509,3516,3515,3517,381,3518,1218,3519,231,81,862,254,1798,2109],"class_list":["post-761","jobpost","type-jobpost","status-publish","hentry","jobpost_category-ai-artificial-intelligence","jobpost_category-support-service","jobpost_job_type-remote","jobpost_location-united-states","jobpost_tag-net","jobpost_tag-adr","jobpost_tag-ai-driven-support","jobpost_tag-application-security-appsec","jobpost_tag-ci-cd","jobpost_tag-contrast-security","jobpost_tag-devsecops","jobpost_tag-global-rotation","jobpost_tag-java","jobpost_tag-remote","jobpost_tag-sdlc","jobpost_tag-technical-support-engineer","jobpost_tag-troubleshooting-2","jobpost_tag-zendesk"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/761","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=761"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=761"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=761"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=761"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=761"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}