Senior Technical Support Engineer
Description For Senior Technical Support Engineer
Kasada is seeking a Senior Technical Support Engineer to join their global team in stopping bad bots and protecting online users. Founded to combat automated bot attacks, Kasada has grown from a small team in Sydney to a global operation safeguarding some of the world's most well-known brands.
As a Senior Technical Support Engineer, you'll be an integral part of the customer success team, directly impacting the company's global customers. Your role will involve providing high-quality customer support through multiple communication channels, resolving complex technical issues, and collaborating with both customers and internal teams.
Key responsibilities include:
- Delivering exceptional customer experiences and value through Kasada's products and services
- Diagnosing and debugging code/errors, performing root cause analysis
- Collaborating with engineering teams on issue investigation and resolution
- Identifying common issues and building proactive solutions
- Developing and improving support capabilities, documentation, and tools
- Monitoring queue health and addressing trends proactively
- Contributing to the growth of Kasada's global support function
The ideal candidate will have:
- Experience with application layer (Layer 7) troubleshooting
- Strong skills in mobile SDK troubleshooting (Android and iOS)
- Proficiency with Splunk for data analysis
- Familiarity with programming (JavaScript/TypeScript preferred)
- Knowledge of CDNs, DNS, cloud services (preferably AWS), and GitHub processes
- Excellent problem-solving and communication skills
- A proactive mindset and passion for process improvement
Kasada offers a competitive salary range of $145,000 - $170,000 per year, along with benefits such as equity/stock options, flexible working arrangements, parental leave, and resources for well-being. Join a collaborative and innovative team that values curiosity and is dedicated to solving pressing cybersecurity issues while having fun in the process.
If you're passionate about technical support, customer satisfaction, and making the internet a safer place, this could be the perfect opportunity for you at Kasada.
Responsibilities For Senior Technical Support Engineer
- Provide high quality customer experience through multiple communication channels
- Resolve problems through code/error diagnosis, debugging, validation, and root cause analysis
- Engage collaboratively with customer and engineering teams on issue investigation and resolution
- Identify common issues and build proactive capabilities
- Build and mature support capabilities, documentation, and tools
- Monitor queue health and identify ways to proactively address trends
- Engage with the wider Kasada business to assist in building a best-practice support function globally
Requirements For Senior Technical Support Engineer
- Experience with application layer (Layer 7) troubleshooting, including familiarity with HTTP/HTTPS protocols and web application troubleshooting
- Experience with troubleshooting mobile SDKs on both Android and iOS platforms
- Experience using Splunk for data analysis and creating graphical representations
- Familiarity with at least one programming language (JavaScript/TypeScript preferred)
- Familiarity with CDNs and ability to troubleshoot related issues
- Strong understanding of DNS and its functions
- Basic knowledge of MacOS and Unix Terminal commands
- Experience with cloud service providers, preferably AWS
- Comfortable working with GitHub processes
- Experience with Atlassian products, mainly JIRA and Confluence
- Excellent research and problem-solving skills
Benefits For Senior Technical Support Engineer
- Equity/stock options
- Flexible working hours and arrangements
- Generous parental leave allowances and return to work coaching
- Resources for well-being including EAP (confidential counselling)
- Action packed calendar of fun in-person and virtual events
