Providing high-quality technical support to Invicti’s customers
Owning complex technical support cases end-to-end, including deep investigation and root cause analysis
Delivering technical solutions to both technical and non-technical end users via phone, our support system, and other channels as needed
Remotely connecting to customers’ installations to troubleshoot technical difficulties
Analyzing product and application logs to gain deeper insight into customer-reported issues
Escalating unresolved support tickets to tier 2 support
Troubleshooting modern web applications, APIs, and authentication flows
Ensuring proper documentation and resolution of all technical inquiries
Collaborating with the Invicti sales team, resellers, and distributors with technical queries

U.S. citizenship is required for this role due to contractual obligations associated with supporting U.S. government clients
5+ years of experience in technical support, application support, or a similar role
Strong understanding of HTTP, TCP/IP, networking fundamentals, and browser–server communication
Hands-on experience troubleshooting applications running in Kubernetes environments
Working knowledge of Docker and containerized application environments
Hands-on experience troubleshooting web applications, APIs, and authentication mechanisms
Familiarity with network tools such as Fiddler and Wireshark
Familiarity with web security concepts such as XSS, SQL Injection, and modern attack surfaces
Familiarity with CI/CD pipelines and Secure SDLC practices
This role is on shift rotation basis

Health Insurance: Taking care of our team goes beyond the office. We cover 100% of employee health care, vision and dental premium costs. For dependents, we contribute 75% of the health care and 50% vision/dental premium cost, so you can be sure that you and your family are in the best possible health. Coverage is effective your first day.
Employee Assistance Program: Emotional Support Counseling services
24/7 Life Coaching, Dependent Care, Elder Care, Financial & Legal Support, Wellness Coaching, New Parent Support and more
Parental Leave: 16 weeks paid leave for birthing parent recovery. 4 week paid leave for non-birthing/bonding parent
401(k) Savings Plan: 50% up to 6% company match with 100% annual cliff vesting
Hybrid Working: If you are local to one of our office locations, you can work a hybrid/home schedule
we got you covered
Discretionary Time Off: Enjoy a flexible vacation schedule where you do not have to wait to use time off until it is accrued
Quarterly Thrive-Wellness Days: One extra vacation day per quarter where the entire company takes a break from normal, daily activities to refresh and rejuvenate
Volunteering: 5 days of paid time off each year to participate in the volunteer activities of your choice
Employee Recognition: Ongoing recognition & rewards. A Culture that emphasizes personal and professional growth

Senior Technical Support Engineer

Key skills