[Hiring] Associate SaaS Application Support Engineer @Independent Security Evaluators

Role Description

ISE is seeking an Associate SaaS Application Support Engineer to join our team. Your role will be to provide technical assistance and quality assurance for our clients as they leverage our platform. You will be working primarily as technical support with a team that values integrity, quality, dedication, and education as we continue to build our platform.

• Monitor support channels for client service requests during normal business hours
• Contribute manual and automated testing during the QA cycle
• Synthesize client asks into reports/queries
• Investigate technical issues that our clients encounter and respond accordingly
• Escalate issues to the development and devops teams as needed, providing detailed steps to reproduce, pertinent system logs, and steps to reproduce
• Contribute to helpdesk documentation as new issues arise or new solutions are discovered
• Manage and monitor the backlog of service tickets
• Attend standing meetings with clients to discuss issues and maintain client relations
• Test new releases and provide input to potential support issues

Qualifications

• 1-3 years of relevant experience in a customer-focused position involving technical knowledge of a company's products and services OR a bachelor's degree or certification in a relevant technical field
• Professional written and interpersonal skills are essential when communicating with customers and clients
• Ability to prioritize and manage several milestones and tasks efficiently
• General fluency in various technical domains
• Experience with SQL and some knowledge of common programming languages
• Familiarity with cloud watch logs and browser development tools

Requirements

• RDBMS database experience
• Experience with manual regression testing
• AWS Certification or other certification in relevant computer technology
• Knowledge of common network protocols like HTTP, TCP, DNS, etc.
• Familiarity with Selenium/Selenide automated testing
• Jira Service Management/Confluence or similar support platforms experience
• Experience working with the Software Development Lifecycle
• Located in Baltimore, Maryland or southern California to better serve our clients

Benefits

• Check out joinise.io for full details
• Work that matters; projects that impact people’s everyday life and wellbeing
• Quality, integrity, dedication, and education: our core values
• Life balance: flexible schedule, work from home options, unlimited vacation
• $0 health premium plan option, including spouse and family
• Opportunities to research and publish, speak at major security events and conferences
• Leadership and peers that support and mentor you: your growth is our growth, your success is our success
• Relaxed and fun environment: ditch the suit and tie, sit or stand at your desk or find a sofa