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Sr Technical Support Engineer

Endor Labs· Customer Solutions
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Bengalurufull-timePosted 2w ago

About the role

Senior technical support engineer responsible for Tier 1/2 escalation, mentoring, and cross-functional collaboration to resolve complex issues, improve processes, and uphold 24x5 SLAs for enterprise customers.

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 empathy and urgency, balancing requirements of key enterprise accounts with self-service users.
  • Partner with Product and Customer Success teams to identify patterns in customer friction, driving permanent product and process improvements.
  • Deliver exceptional customer communication via the support platform, ensuring concise, timely, and professional updates to technical users and executive stakeholders.
  • 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 (initial response times, resolution speed, 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 ability to learn 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 ability to synthesize complex inputs and prioritize tasks under pressure.
  • Outstanding communication skills (written and verbal) for developers and executive leaders.
  • Ownership mindset: proactive, resourceful, and able to drive issues to resolution with incomplete information.
  • Passion for Application Security (AppSec), open-source software, and developer workflows.

Skills

Required:Escalation managementTechnical troubleshootingCommunication (written and verbal)

Benefits

  • Endor Labs is an Equal Opportunity Employer.
  • Diversity and inclusive environment encouragement; apply even if not all requirements are met.
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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