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Endor Labs is building an Application Security platform that helps development teams identify, prioritize, and fix critical risks in complex, dependency-rich software. The platform creates a call graph of entire software estates and secures code whether written by humans or AI, from legacy C++ to modern Bazel monorepos. The company is Series B-funded by Dell Technology Capital, Lightspeed, and Sierra Ventures.
As Senior Technical Support Engineer, you will serve as the primary technical escalation point for Tier 1 and Tier 2 support issues, diving deep into diagnostic tools, system logs, and the Endor Labs codebase to identify root causes and deliver clear resolution paths. You will coordinate directly with Engineering and R&D teams to file, track, prioritize, and expedite resolutions for critical customer bug tickets and complex technical issues.
You will act as a mentor and technical leader for Junior Engineers and the broader Technical Support team, driving technical depth and best practices across the organization. You will manage customer escalations with high empathy and urgency, balancing the needs of key enterprise accounts alongside self-service users. You will partner with Product and Customer Success teams to identify patterns in customer friction and drive permanent product and process improvements to eliminate recurring issues.
You will deliver exceptional customer communication via the support platform, ensuring concise, timely, and professional updates to technical users and executive stakeholders. You will optimize support tooling and processes as the team scales, maintaining high response quality and operational efficiency. You will help define and achieve core KPIs for support excellence, including initial response times, resolution speed, and customer satisfaction (CSAT). You will also help build and maintain a 24x5 SLA for larger enterprise customers.
REQUIREMENTS:
- 5+ years of experience in a customer-facing Tier 3, Escalation Support, or Customer Support Engineering role within a SaaS or Developer Tools environment
- Strong technical background in understanding software development with hands-on exposure to Go, JavaScript, or Python (or proven track record as an engineer who learns new languages quickly)
- Proven troubleshooting skills with ability to dive into complex, unfamiliar codebases, analyze system logs, and debug API/infrastructure interactions
- Structured problem-solving approach with ability to synthesize complex inputs from multiple sources and prioritize critical tasks under pressure
- Outstanding communication skills (written and verbal) with knack for translating complex technical concepts into clear language for both developers and executive leaders
- Ownership mindset: proactive, resourceful, and ready to drive customer issues to resolution even with incomplete information
- Passion for Application Security (AppSec), open-source software, and developer workflows
NICE TO HAVE:
- Hands-on experience with source control management systems (GitHub, GitLab, Bitbucket) and CI/CD pipelines
- Deep familiarity with cloud-native technologies including Docker, Kubernetes, and major cloud providers (AWS, GCP, Azure)
- Active experience using AI-assisted development tools (e.g., Cursor, Claude, GitHub Copilot) to accelerate technical diagnosis and resolution
