Contrast Security

Technical Support Engineer

Contrast Security

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $105,000 - $130,000 per year

Job Level

Mid-LevelSenior

Tech Stack

CloudJava.NETSDLC

About the role

  • 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 📊 Resume Score Upload your resume to see if it passes auto-rejection tools used by recruiters Check Resume Score

Applicant Tracking System Keywords

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

Hard skills
application securitysoftware developmentDevSecOpsJava.NETsoftware development lifecycle (SDLC)CI/CD pipelinesanalytical skillstroubleshooting skills
Soft skills
clear communicationconcise writingcustomer-first mindsetownershipaccountability
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in EngineeringBachelor’s degree in Information Systems