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Senior Technical Support Engineer

Endor Labs· Customer Solutions
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Panamafull-timePosted 3w ago

About the role

Senior Technical Support Engineer at Endor Labs, focusing on high-level escalations, cross-functional collaboration with Engineering, R&D, Product, and Customer Success to diagnose and resolve complex issues, mentor junior engineers, and help scale support operations while maintaining SLAs and customer satisfaction.

Responsibilities

  • Serve as the primary technical escalation point for Tier 1 and Tier 2 support issues, diving deep into diagnostic tools, system logs, and the Endor Labs codebase to identify root causes and deliver clear paths to resolution.
  • Coordinate directly with Engineering and R&D teams to file, track, prioritize, and expedite resolutions for critical customer bug tickets and complex technical issues.
  • Act as a mentor and technical leader for Junior Engineers and the broader Technical Support team, driving technical depth and best practices across the organization.
  • Manage customer escalations with a high degree of empathy and urgency, balancing the requirements of key enterprise accounts alongside self-service users.
  • Partner with Product and Customer Success teams to identify patterns in customer friction, driving permanent product and process improvements to eliminate recurring issues.
  • Deliver exceptional customer communication via our support platform, ensuring concise, timely, and professional updates to technical users and executive stakeholders alike.
  • Optimize support tooling and processes as the team scales, maintaining high response quality and operational efficiency.
  • Help define and achieve core KPIs for support excellence, including initial response times, resolution speed, and customer satisfaction (CSAT).
  • Help build and maintain a 24x5 SLA for our larger enterprise customers

Qualifications

  • 5+ years of experience in a customer-facing Tier 3, Escalation Support, or Customer Support Engineering role within a SaaS or Developer Tools environment.
  • Strong technical background with hands-on exposure to Go, JavaScript, or Python (or proven track record as an engineer who learns new languages quickly).
  • Proven troubleshooting skills with the ability to dive into complex, unfamiliar codebases, analyze system logs, and debug API/infrastructure interactions.
  • Structured problem-solving approach, with the ability to synthesize complex inputs from multiple sources and prioritize critical tasks under pressure.
  • Outstanding communication skills (written and verbal), with the ability to translate complex technical concepts for developers and executive leaders.
  • Ownership mindset: proactive, resourceful, and ready to drive customer issues to resolution even with incomplete information.
  • Passion for Application Security (AppSec), open-source software, and developer workflows.

Skills

Required:Escalation managementTechnical diagnosisGo / JavaScript / PythonCommunication

Benefits

  • Endor Labs is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Encourages all talented individuals to apply.
Last updated Oct 15, 2026. Interested? Apply on the company site.

About Endor Labs

AI-Native Application Security Platform

Endor Labs is an application security platform built for AI-generated and human-written code, helping teams prioritize and fix real risk across the SDLC.

application securityAI-generated codesoftware supply chainsecurity analysissoftware development
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