Technical Support Engineer

November 26

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Contrast Security

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Cybersecurity • Software • Technology

Contrast Security is the leader in modernized application security, embedding code analysis and attack prevention directly into software. The company's patented deep security instrumentation disrupts traditional application security approaches by providing integrated, comprehensive security observability, allowing for highly accurate assessment and continuous protection of an entire application portfolio. This eliminates the need for disruptive scanning and expensive infrastructure, enabling faster development cycles, improved efficiency, and rapid scaling while continuously protecting applications from both known and unknown threats. Contrast Security is recognized as a Visionary by Gartner in Application Security Testing (AST).

201 - 500 employees

Founded 2014

🔒 Cybersecurity

💰 $150M Series E on 2021-11

📋 Description

• Provide advanced technical support to customers by diagnosing, troubleshooting, and resolving issues related to Contrast’s application security platform. • Partner with the Director of Technical Support to support our transformation toward AI-driven support, including contributing to improved workflows, automation opportunities, and knowledge quality. • Create, update, and enhance knowledge base content to empower both customers and internal teams — ensuring information is accurate, accessible, and optimized for AI and search. • Participate in a global support rotation designed to deliver seamless “follow-the-sun” coverage and maintain service level expectations. • Handle escalated or complex cases with urgency and ownership, ensuring clear communication and a strong customer experience throughout the lifecycle of a ticket. • Collaborate closely with Product, Engineering, and Customer Success teams to surface emerging issues, advocate for customer needs, and provide insights that support product improvements. • Document case outcomes, patterns, and recommended fixes to enhance team learning and predictive support capabilities. • Contribute to Support KPIs by driving improvements in response time, resolution rate, and customer satisfaction. • Utilize and provide feedback on the support technology stack (CRM, Knowledge Base, AI tools) to ensure optimal performance and adoption.

🎯 Requirements

• 3–5+ years of experience in technical support, technical services, or a customer-facing engineering role. • Strong technical foundation in application security, software development, DevSecOps, or related disciplines. • Experience working with languages such as Java, .NET, or similar modern programming environments. • Understanding of the software development lifecycle (SDLC), CI/CD pipelines, and common software engineering tooling. • Familiarity with support platforms such as Zendesk, Salesforce Service Cloud, Jira Service Management, or similar systems. • Strong analytical and troubleshooting skills, with the ability to work independently and manage multiple cases simultaneously. • Clear, concise written and verbal communication skills — able to explain technical details to both technical and non-technical users. • Customer-first mindset, with a high sense of ownership and accountability. • Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent practical experience preferred.

🏖️ Benefits

• Offers Equity