Technical Support Engineer

🕒 September 7

🇵🇱 Poland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Mend.io

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

🔒 Cybersecurity

☁️ SaaS

🤖 Artificial Intelligence

Cybersecurity • SaaS • Artificial Intelligence

Mend. io is an AI-native application security (AppSec) platform that helps organizations find, prioritize, and remediate vulnerabilities across source code, open-source components, containers, and AI-powered application components. The platform includes SAST, SCA, container security, DAST/API testing, SBOM management, dependency update automation, and AI-specific features such as AI red teaming, LLM/agent protection, and AI-based remediation workflows. Mend. io is positioned as a scalable, enterprise-grade SaaS solution focused on software supply chain and open-source risk management.

📋 Description

• Monitor the support queue and provide technical support in accordance with Mend’s SLA and service standards • Debug and analyse application-level issues in SaaS products using log analysis, configuration review, API calls, and third-party integrations • Provide meaningful initial analysis to customers through the support ticketing system within SLA • Reproduce customer-reported issues in customer environments, including product integrations • Gather technical details for unresolved issues and escalate them to higher-level support or specialized teams • Respond to customer inquiries professionally and guide users through step-by-step solutions • Conduct screen-sharing sessions with customers when required • Document support requests, resolutions, and customer interactions • Create and update knowledge base articles and support documentation • Collaborate with other teams to identify recurring issues and suggest improvements • Assist with user training sessions on new software or tools • Gain basic knowledge of all company products and services • Participate in training and development opportunities

🎯 Requirements

• At least 4 years of experience in application support for a SaaS or software product, with hands-on debugging of the product itself (logs, configuration, APIs, integrations) • Proven experience working with technical challenges and a dynamic environment • Experience working on command line (PowerShell or Bash) • Practical experience diagnosing REST API issues using tools such as curl or Postman, including analysis of status codes, headers, and payloads • Knowledge of programming environments • Knowledge of containerization (Docker) • Knowledge of DevOps tools (Maven, Jenkins, CI/CD Servers etc.) – big advantage • Excellent analytic and problem-solving skills with a strong sense of customer commitment • Excellent written and verbal communication and interpersonal skills • Graduate degree – an advantage

🏖️ Benefits

• Remote work arrangement • Training and development opportunities • Collaborative, empowering workplace • Learning and flexibility opportunities • Participation in user training sessions on new software or tools