Technical Support Engineer

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