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Invicti · 1 day ago

Senior Technical Support Engineer

Austin, TX

Full-time

Hybrid

Senior Level

5+ years exp

Invicti is a company focused on providing high-quality technical support for modern web applications. The Senior Technical Support Engineer will be responsible for owning complex technical support cases, delivering solutions to customers, and collaborating with internal teams to troubleshoot and resolve technical issues.

Cyber SecurityData IntegrationData ManagementInformation TechnologySoftware

Responsibilities

Providing high-quality technical support to Invicti’s customers

Owning complex technical support cases end-to-end, including deep investigation and root cause analysis

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

Remotely connecting to customers’ installations to troubleshoot technical difficulties

Analyzing product and application logs to gain deeper insight into customer-reported issues

Escalating unresolved support tickets to tier 2 support

Troubleshooting modern web applications, APIs, and authentication flows

Ensuring proper documentation and resolution of all technical inquiries

Collaborating with the Invicti sales team, resellers, and distributors with technical queries

Qualification

Technical support experienceHTTPTCP/IP knowledgeKubernetes troubleshootingWeb application troubleshootingDocker knowledgeNetwork tools familiarityWeb security conceptsCI/CD pipelines familiaritySecure SDLC practices

Required

5+ years of experience in technical support, application support, or a similar role

Strong understanding of HTTP, TCP/IP, networking fundamentals, and browser–server communication

Hands-on experience troubleshooting applications running in Kubernetes environments

Working knowledge of Docker and containerized application environments

Hands-on experience troubleshooting web applications, APIs, and authentication mechanisms

Familiarity with network tools such as Fiddler and Wireshark

Familiarity with web security concepts such as XSS, SQL Injection, and modern attack surfaces

Familiarity with CI/CD pipelines and Secure SDLC practices

This role is on shift rotation basis

Benefits

Health Insurance: Taking care of our team goes beyond the office. We cover 100% of employee health care, vision and dental premium costs. For dependents, we contribute 75% of the health care and 50% vision/dental premium cost, so you can be sure that you and your family are in the best possible health. Coverage is effective your first day.

Employee Assistance Program: Emotional Support Counseling services - 24/7 Life Coaching, Dependent Care, Elder Care, Financial & Legal Support, Wellness Coaching, New Parent Support and more

Parental Leave: 16 weeks paid leave for birthing parent recovery. 4 week paid leave for non-birthing/bonding parent

401(k) Savings Plan: 50% up to 6% company match with 100% annual cliff vesting

Hybrid Working: If you are local to one of our office locations, you can work a hybrid/home schedule - we got you covered

Discretionary Time Off: Enjoy a flexible vacation schedule where you do not have to wait to use time off until it is accrued

Quarterly Thrive-Wellness Days: One extra vacation day per quarter where the entire company takes a break from normal, daily activities to refresh and rejuvenate

Volunteering: 5 days of paid time off each year to participate in the volunteer activities of your choice

Employee Recognition: Ongoing recognition & rewards. A Culture that emphasizes personal and professional growth