Technical Support Engineer

Secure Code Warrior

. Diagnose, troubleshoot and resolve Level 1 and Level 2 tickets across the Portal, SSO, API and integrations .

Posted 10/27/2026full-timeRemote • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical support capabilities with a focus on troubleshooting, ticket resolution, and effective communication with customers and internal teams. Proficient in handling Level 1 and Level 2 issues while maintaining SLA compliance and contributing to knowledge-base development.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting SkillsSaaS Environment FamiliaritySSO Knowledge (SAML, OIDC)Clear Written Communication

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingTicket ResolutionProgramming KnowledgeDebuggingREST APIsThird-Party IntegrationsSoftware SecurityAI KnowledgeContent Bug FixingKnowledge-Base Contribution

Soft Skills

EmpathyProactive ApproachCustomer-Focused MindsetTeam PlayerStrong Work Ethic

Tools & Technologies

PortalSSOAPIIntegrations

Industry Keywords

Level 1 SupportLevel 2 SupportCustomer CommunicationEscalation WorkflowsContinuous Learning

About the role

Key responsibilities & impact

Diagnose, troubleshoot and resolve Level 1 and Level 2 tickets across the Portal, SSO, API and integrations
Identify content-related tickets and resolve Level 1 and Level 2 issues
Reproduce and document Level 3 issues clearly before escalating to Senior Technical Support or the Content team
Follow triage, escalation and customer communication workflows
Use judgment on when to involve Engineering
Own SLA compliance and maintain accurate, up-to-date ticket statuses
Resolve tickets according to timelines and priorities, raising escalations when needed
Maintain closed-loop communication with customers and internal teams
Flag potential bugs and improvements with clear reproduction steps
Contribute knowledge-base articles for common platform issues
Grow into handling content tickets independently and fixing straightforward content bugs
Explain technical information clearly to customers worldwide
Collaborate with Customer Success, Sales, Engineering and Content teams

Requirements

What you’ll need

1+ years of experience in technical support or a customer-facing technical role, ideally in a SaaS environment
Demonstrable programming knowledge, including the ability to read code and debug issues
Familiarity with SSO, such as SAML and OIDC, REST APIs and third-party integrations is a strong plus
Strong analytical, troubleshooting and problem-solving skills
Empathy, a proactive approach, and a customer-focused mindset
Clear, confident written communication, especially when explaining technical issues to non-technical users
Experience with software security would be a huge advantage but is not essential
AI knowledge would be a huge benefit but is not essential
Continuous-learning mindset and eagerness to grow platform, content and security expertise
Team player with a strong work ethic who takes ownership of commitments

Benefits

Comp & perks

Flexibility in working hours
Generous leave
Work-from-home options
Feedback and supportive team culture
Community and team giving-back initiatives
Growth and ownership opportunities