Senior Technical Support Engineer

At Contrast Security, we’re redefining how organizations protect their software at the speed of modern development. With industry-leading Application Detection and Response (ADR), we give teams the power to detect, stop and fix real threats in real time. If you're passionate about building smarter, faster, more effective security, you’ll fit right in.

We’re looking for sharp minds, fearless builders, and problem-solvers who thrive on turning complex challenges into innovative solutions.

We are seeking a Technical Support Engineer to join our modern, customer-centric Support organization. In this role, you will be a hands-on technical expert responsible for troubleshooting complex customer issues, contributing to our AI-enabled support model, and helping ensure our customers’ success with Contrast’s products.

As a key member of our global “follow-the-sun” support team, you will deliver exceptional service, drive timely case resolution, and collaborate cross-functionally to improve both the customer experience and the overall Support ecosystem.

Responsibilities:

• 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.

Qualifications:

• 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.

We're transforming the way the world secures software. If you're ready to make a real impact, thrive in a fast-paced environment, and grow alongside a team of passionate professionals, we’d love to hear from you.

Apply today and help us shape the future of application security.