SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Mend.io is an AI Native AppSec Platform helping global enterprises secure software from open source, custom code, and AI-generated components. The Technical Support Engineer will be the first line of technical support, responsible for monitoring the support queue and providing timely, meaningful initial analysis to customers in accordance with SLA and service standards.
Key responsibilities include debugging and analyzing application-level issues in Mend's SaaS products through log analysis, configuration review, API calls, and third-party integrations to isolate root causes before escalation. You will reproduce customer-reported issues in their environments, provide step-by-step solutions via the support ticketing system, and conduct screen-sharing sessions when needed. For unresolved issues, you will gather all technical details required for escalation to specialized teams.
You will document support requests, resolutions, and customer interactions in the ticketing system, create and update knowledge base articles for common issues, and collaborate with other teams to identify recurring problems and suggest improvements. The role also includes assisting with user training sessions and participating in continuous learning to gain knowledge of all company products and services.
Required qualifications include at least 4 years of hands-on application support experience for SaaS or software products, with proven debugging skills (logs, configuration, APIs, integrations). This is a product-facing support role, not IT help desk support. You must be comfortable working on the command line (PowerShell or Bash), diagnosing REST API issues using tools like curl or Postman, and analyzing status codes, headers, and payloads. Knowledge of programming environments, containerization (Docker), and DevOps tools (Maven, Jenkins, CI/CD servers) is highly advantageous. A graduate degree is preferred. Excellent analytical and problem-solving skills, strong customer commitment, and excellent written and verbal communication are essential.
The role is based in Poland and requires availability during U.S. Eastern Time working hours (8:00 AM–4:00 PM ET), approximately 2:00 PM–10:00 PM local Poland time.
