Senior Support Engineer

Senior Support Engineer

Looking for an innovative, high-growth, multi-award-winning company in one of the hottest segments of the security market? Look no further than Veracode! 

Veracode is a global leader in Application Risk Management for the AI era. Powered by trillions of lines of code scans and a proprietary AI-generated remediation engine, the Veracode platform is trusted by organizations worldwide to build and maintain secure software from code creation to cloud deployment.

Learn more at www.veracode.com, on the Veracode blog, and on LinkedIn and Twitter. 

Veracode is seeking a motivated and energetic individual who thrives on working with customers to resolve complex technical issues. The Senior Support Engineer will focus on supporting customers who have questions or issues pertaining to the use of the Veracode Service. This position requires a team player who is motivated to learn, and who strives to find timely solutions to complex technical issues.  It will require constant and effective communications with internal/external cross-functional teams.  This individual will have the opportunity and freedom to cultivate new and innovative support solutions which will benefit Veracode’s entire client base

What you will be responsible for:

• Handle email reports, web-to-case reports and customer calls regarding technical issues related to the use of the Veracode service
• Learn/support the standard Veracode service and Veracode APIs
• Re-produce and resolve complex technical issues in a timely manner
• Achieve proficiency of Veracode’s CRM system to log, track, and manage reported issues
• Create knowledge base articles to enhance the reuse of technical knowledge
• Create and maintain application notes
• Deepen your knowledge on application security concepts
• Transfer knowledge to customers and co-workers
• Work with the Veracode product strategy team to file and track customer enhancement requests
• Train and mentor junior team members
• Represent Support as an SME on group and organizational projects

Required Skills:

• 4 year college education in Computer Science, Engineering or related field, or equivalent experience
• A minimum of 5 years in a Technical Customer Support related role
• Client requirement gathering, prioritization and scoping experience
• Strong technical writing skills
• Strong oral communication skills in English and good presentation/teaching skills
• Excellent problem-solving and organizational skills
• Ability to apply these skills cooperatively in a collaborative team environment

Additional Requirements:

• Experience with Java, C#, etc.
• SaaS experience
• Experience using Salesforce and JIRA
• Security knowledge a plus

What we offer you:

• Outstanding Medical, Dental, and Vision Coverage to meet all your healthcare needs. 
• Wellness benefits to help you focus on what’s most important.
• “Take What You Need” time off policy.
•  Extensive development and training offerings to help you grow your career at Veracode.
• Generous 401k match to help save for your future.
• Amazing community of professionals who take pride in what we do every day.

Compensation Transparency

In accordance with U.S. pay transparency laws, Veracode provides compensation transparency for roles based in the United States. Click here to view our compensation ranges by grade. Please note, specific compensation may be influenced by various factors including candidates experience, education, and work location.

Job Grade: Senior

Employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.