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# Technical Support Engineer

- **Company:** Secure Code Warrior
- **Location:** United States (Remote available)
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Software as a Service, Code Generation, Computer Programming, Software Debugging, OpenID, Security Assertion Markup Language (SAML), Single Sign-On, Systems Integration, Software Security, AI Coding Agents, Bug Reporting, Integration Frameworks, Restful APIs
- **Published:** October 26, 2026
- **Apply:** https://startup.jobs/technical-support-engineer-secure-code-warrior-10599418

## About the Role

* 1+ years of experience in technical support or a customer-facing technical role, ideally in a SaaS environment.
 * Demonstrable programming knowledge, including the ability to read code and debug issues.
 * Familiarity with SSO (such as SAML and OIDC), REST APIs and third-party integrations is a strong plus.
 * Strong analytical, troubleshooting and problem-solving skills.
 * Soft skills: empathy, a proactive approach, and a customer-focused mindset that keeps the customer experience at the center of every interaction.
 * Clear, confident written communication, especially when explaining technical issues to non-technical users.
 * Experience with software security would be a huge advantage but is not essential.
 * AI knowledge would be a huge benefit but is not essential, such as familiarity with AI coding assistants or how AI-generated code is created and reviewed.
 * A continuous-learning mindset and eagerness to grow your platform, content and security expertise.
 * A team player with a strong work ethic who takes ownership of your commitments.

## Description

* Diagnose, troubleshoot and resolve Level 1 and Level 2 tickets across the Portal, SSO, API and integrations.
 * Identify content-related tickets, resolve level 1 and level 2 issues. Reproduce and document any level 3 issues clearly before escalating to Senior Technical Support or the Content team.
 * Follow our triage, escalation and customer communication workflows, and use good judgment on when to involve Engineering.
 * Own SLA compliance on your tickets, and keep ticket management clean so every ticket shows an accurate, up-to-date status.
 * Ensure tickets are resolved according to timelines & priorities, and raising escalations when needed.
 * Maintain a "closed-loop" communication style so customers and internal teams always know where an issue stands.
 * Flag potential bugs and improvements with clear reproduction steps and pass them to the right teams.
 * Contribute to the knowledge base with articles for common platform issues.
 * Grow into handling content tickets independently and fixing straightforward content bugs directly.