Technical Support Engineer

🔥 14 minutes ago

🇺🇸 United States – Remote

💵 $75k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.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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Honorlock

WebsiteLinkedInAll Job Openings

51 - 200 employees

📚 Education

🔐 Security

🤖 Artificial Intelligence

Education • Security • Artificial Intelligence

Honorlock is an online proctoring service provider that ensures exam integrity through a combination of live proctors and AI tools. The platform is designed to protect the integrity of online exams, blocking AI tools, detecting cell phones, and providing actionable analytics for educational institutions. Honorlock integrates seamlessly with various learning management systems, offering 24/7 live support and scalable, affordable solutions for higher education, professional education, and faculty who seek a reliable and user-friendly proctoring tool. Honorlock's unique features include BrowserGuard, Search & Destroy, and Live Pop-In, which together ensure a secure testing environment while maintaining user privacy.

📋 Description

• Serve as the primary technical support contact for customers and internal stakeholders • Communicate complex technical concepts to technical and non-technical audiences • Support customer developers and administrators with API integrations, SSO configurations, and LMS connectivity, including Canvas and Blackboard • Manage real-time customer interactions across multiple channels • Diagnose, replicate, and resolve application issues involving back-end systems, front-end behavior, and third-party integrations • Analyze logs, review API payloads, and debug JavaScript and Python code snippets • Document and escalate confirmed bugs and product gaps to Engineering with reproducible steps and impact analysis • Own incident communications and root cause documentation for customer-facing outages and degradations • Create and maintain SQL and Metabase data dashboards to track trends and identify anomalies • Contribute to process improvement and case deflection strategies, including self-help content and runbooks • Maintain service-level expectations for response and resolution times on escalated cases • Partner with Engineering, Product, QA, and Specialized Support on customer issues and product improvements • Mentor Support Specialists through technical guidance, coaching, and knowledge-sharing • Participate in QA testing cycles and product validation before release • Contribute to internal knowledge bases and external support documentation

🎯 Requirements

• 5+ years in a Technical Support, Support Engineering, or Developer Support role within a SaaS Company • Strong troubleshooting skills across front-end and back-end technologies • Ability to read and interpret JSON, XML, REST API payloads, and basic code, including JavaScript and Python • Hands-on experience supporting SSO, LMS integrations such as Canvas and Blackboard, and third-party developer platforms • Proficiency in writing and optimizing SQL queries • Experience with data visualization tools such as Metabase, Looker, or Power BI • Experience documenting technical workflows and customer-facing knowledge base articles • Excellent communication skills and ability to translate complex issues into actionable guidance • Bachelor’s degree in Computer Science, Engineering, or a related technical discipline • Experience with education technology platforms or proctoring systems • Knowledge of cloud environments, with AWS preferred, and CI/CD practices • Exposure to security or compliance-driven support environments such as SOC 2 and ISO 27001

🏖️ Benefits

• Annual bonus of up to 5% • Unlimited PTO • Remote-first company • Choice of company-issued laptop • Healthcare benefits • Company matched 401k