[Hiring] Technical Support Engineer @Mend.io

Role Description

The Technical Support Engineer is responsible for monitoring the queue and providing technical support, with emphasis on the initial analysis in accordance with Mend’s SLA and service standards. This role requires knowledge of the Mend’s products, problem-solving skills, and the ability to communicate effectively with customers and colleagues.

Important note: This role is based in Poland and requires availability during U.S. Eastern Time working hours from 8:00 AM to 4:00 PM ET, which is approximately 2:00 PM to 10:00 PM local Poland time.

Responsibilities:

• Technical Support:
  • Debug and analyse application-level issues in our SaaS products: log analysis, configuration review, API calls, and third-party integrations, to isolate root cause before escalation.
  • Provide initial analysis (meaningful first response) to our customers, within our SLA, via our support ticketing system.
  • Reproduce customer-reported issues in the customer’s environment, including product integrations.
  • If a solution cannot be provided, gather all technical details needed for further investigation.
• Customer Interaction:
  • Respond to customer inquiries in a timely and professional manner.
  • Guide users through step-by-step solutions to resolve issues.
  • Conduct screen-sharing sessions with customers, when required.
  • Gather all needed information and escalate unresolved issues to higher-level support or specialized teams when necessary.
• Documentation:
  • Document support requests, resolutions, and customer interactions in the ticketing system.
  • Create and update knowledge base articles and support documentation for common issues.
• Collaboration:
  • Collaborate with other teams to identify recurring issues and suggest improvements.
  • Assist with user training sessions on new software or tools as needed.
• Continuous Learning:
  • Gain basic knowledge of all the company’s products and services.
  • Participate in training and development opportunities to enhance skill sets.

Qualifications

• At least 4 years of experience in application support for a SaaS or software product, with hands-on debugging of the product itself (logs, configuration, APIs, integrations).
• Graduate degree - an advantage.
• Proven experience working with technical challenges and a dynamic environment.
• Experience working on command line (PowerShell or Bash).
• Practical experience diagnosing REST API issues using tools such as curl or Postman, including analysis of status codes, headers, and payloads.
• Knowledge of programming environments, containerization (Docker), DevOps tools (Maven, Jenkins, CI/CD Servers etc.) – big advantage.
• Excellent analytic and problem-solving skills with a strong sense of customer commitment.
• Customer-oriented personnel with excellent communication (written and verbal) and interpersonal skills.

Company Description

At Mend.io, we are leading the way in securing AI-powered applications, and we believe the best innovations come from teams where everyone feels valued. We are committed to a workplace built on respect, trust, and growth, where learning and flexibility empower people to do their best work.