Contrast Security

Support Engineer

• 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.

Technical Support Engineer

Product Manager

• Own and lead Contrast Agents Roadmap and Strategy
• Develop a deep understanding of software development environments, languages and frameworks.
• Work closely with customers to understand their technical requirements and operating models for deployment and scale-out.
• Develop a compelling product strategy that leads to streamlined/automated deployment, optimal coverage of languages/frameworks, and compelling features across our platform.
• Own the complete product lifecycle, from strategy to user stories, product requirements, and definition of the product experience
• Establish and track clear metrics and KPIs
• Work closely with engineering and design teams. Act as a liaison between technical teams and business stakeholders, ensuring alignment on requirements, timelines, and goals.

Senior Product Manager

• Evolve and grow a high-performing global support team focused on technical depth, customer empathy, and operational rigor.
• Champion and drive the transformation of support using AI, leading the design and implementation of AI-powered tools, workflows, and automation to improve case resolution, knowledge management, and predictive support capabilities.
• Oversee the creation and curation of a dynamic knowledge base, ensuring both human agents and AI-powered tools can surface accurate and contextual answers quickly.
• Lead and align global support operations to deliver a seamless "follow-the-sun" experience, ensuring consistency, collaboration, and exceptional customer outcomes worldwide.
• Act as a "player-coach" by actively handling complex customer escalations and engaging directly in ticket resolution during peak volume periods to maintain a real-time pulse on product issues.
• Collaborate closely with Product, Engineering, and GTM teams to identify emerging issues, influence roadmap priorities, and act as a trusted advisor, ensuring customer feedback informs product innovation.
• Define, measure, and report on key support metrics (e.g., CSAT, FRT, Resolution Rate) to ensure continuous improvement, operational transparency, and adherence to service level agreements (SLAs).
• Own and optimize the support technology stack (CRM, Knowledge Base, automation tools), driving maximum value and adoption across the team.
• Mentor and coach team members to achieve professional growth and excellence, fostering a culture of ownership and continuous learning.

Director, Global Technical Support

General Counsel

• Handle various commercial agreements and support sales, procurement, partnerships, marketing, and other departments.
• Review (draft and amend) a wide range of contracts with vendors, contractors and service providers.
• Negotiate and develop agreements for partnerships with resellers, technology integrators, managed services providers, and other partners.
• Familiar with global privacy issues and data privacy provisions and agreements (experience with GDPR/CCPA).
• Negotiate NDAs and evaluation/trial agreements.
• Timely file orders/agreements in the appropriate repositories.
• Tackle new issues, identify what the issues are, and come up with business-minded solutions.

Legal Counsel

Director

• Design and develop world-class, customer-facing learning programs
• Define the core curriculum strategy and establish an ongoing measurement framework for Contrast University
• Strategically align learning initiatives with key business objectives and priorities
• Contribute to the development and maintenance of technical training content, practical lab exercises, engaging presentations, and accompanying certification materials
• Ensure all training materials are consistently up-to-date by seamlessly integrating product release updates
• Collaborate cross-functionally to guarantee that training content is accurate, relevant, and highly effective for diverse audiences and business needs
• Collect and analyze data to evaluate the effectiveness of learning programs
• Champion continuous improvement, embracing new ideas to deliver increasingly impactful training experiences

Director, Customer Training

Full-stack Engineer

• Collaborate with product management and engineering teams to design and deliver new functionality.
• Build high-performing, scalable code capable of dynamically analyzing .NET applications.
• Work closely with experts in the application security space to make software more resilient.
• Champion continuous delivery by developing code that is testable and integrated into automated pipelines.
• Balance priorities from multiple stakeholders while staying focused on building impactful solutions.
• Continuously evolve the platform to incorporate new features and capabilities.
• Collaborate with teammates to tackle complex engineering challenges and shape the future of application security.

Senior Software Engineer

Systems Engineer

• Provide remote IT Service Desk escalation support for North America region users
• Identify and implement best practices to administer a 100% SaaS based systems stack for identity (SSO), messaging, and collaboration tools
• Collaborate with business stakeholders to integrate systems to include Okta SSO and SCIM with SaaS, provisioning, and API automation, and propose, implement, and train on technical solutions
• Focus on enabling user and IT productivity through automation and self service
• Assist with the procurement of laptops and accessories
• Build and maintain the backbone of the technology environment, strengthen security posture, and keep systems performing through automation and industry best practices