Apiiro is a fast-growing startup at the forefront of the application security field. They are seeking a Technical Support Engineer with Tier 3 experience to work directly with enterprise customers, resolve critical technical issues, and ensure successful adoption of their platform.

Responsibilities:

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

Requirements:

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

Apiiro

Open Positions (1)

Engineering

Technical Support Engineer