Senior Technical Support Engineer

Who You Are:

Netsparker, a global leader in web security and part of Invicti’s famly of companies, is looking for a Senior Technical Support Engineer to join our growing team. 

If this describes you, it likely means that you’re often your clients’ trusted “go-to” contact as someone who is motivated to solve technical problems they face by any means necessary. You understand that in order to deliver truly exceptional technical support experiences to clients, it doesn’t require advanced product and technical acumen alone; therefore, you’ve committed to engaging your technical product knowledge, collaboration, and strong interpersonal skills to guarantee positive client support each and every time.

Adaptable. Seasoned. Efficient. Personable. - we’re in need of such qualities within Netsparker’s newest support engineer in order to deliver world-class technical customer support to our rapidly growing customer base around the globe.

What You’ll Be Doing:

• Providing high-quality technical support to Netsparker’s enterprise customers

• Delivering technical solutions to both technical and non-technical end users via phone, our support system, and other channels as needed 

• Resolving and taking full ownership of reported customer issues by means of research, diagnosis, troubleshooting, and identifying solutions

• Remotely connecting to customers’ installations to troubleshoot technical difficulties

• Evaluating deeper insights into the challenges faced by customers by reviewing product log files

• Escalating unresolved support tickets to tier 2 support

• Providing prompt and accurate feedback to customers

• Ensuring proper documentation and resolution of all technical inquiries

• Collaborating with the Netsparker sales team, resellers, and distributors with technical queries

• Proposing new technical content to be shared within Netsparker’s social media articles, blog postings, and other means of communication to our customer base

 What You'll Need:

• 5+ years of proven and successful working experience within enterprise technical support, IT support, or technical engineering

• Excellent interpersonal skills

• Solid written and verbal communication skills

• Expertise of Windows and general desktop support issues

• Detailed knowledge of HTTP protocol

• Basic TCP/IP and other networking concepts

• Familiarity with network tools such as Fiddler and Wireshark

• Understanding of basic web development, HTML, and SQL

• Comprehension of basic security topics such as XSS and SQL Injection

• An ability to work remotely as part of a virtual team

Why Invicti?

• Work-life integration is deeply important to us – we have frequent office events and team outings

• Open PTO - no bartering for days off you don’t technically have

• Office environment that cultivates creativity through an open and collaborative workspace

• 100% employer-paid healthcare

• Casual dress all-day, everyday

• Kitchen stocked daily with tasty snacks, fruit, and drinks

• Culture that emphasizes personal and professional growth

• Invicti is an equal opportunity employer - we celebrate diversity and are committed to creating an inclusive environment for all employees

This is a position based out of our Austin, Texas office. We prefer hands on collaboration, so this position is not available for remote applicants outside of Austin.