What are the responsibilities and job description for the Technical Support Engineer position at Invicti?
Who We Are:
Invicti is an application security leader protecting over 3,500 organizations worldwide through our DAST-first Application Security Platform. Our flagship products, Invicti and Acunetix, enable security and development teams to continuously secure web applications through proprietary proof-based scanning and predictive risk scoring.
Who You Are
:You’re someone who thrives on solving complex challenges and delivering top-tier support. In this role, you'll provide enterprise-level technical assistance to our rapidly growing global customer base, ensuring that both technical and non-technical end users receive effective solutions through various channels. Your expertise will be critical in maintaining customer satisfaction and success
.
What You'll Be Doing
- : Providing high-quality technical support to Invicti’s enterprise customer
- s.Delivering technical solutions to both technical and non-technical end-users via our support system, and other channels as neede
- d.Resolving and taking full ownership of reported customer issues by means of research, diagnosis, troubleshooting, and identifying solution
- s.Remotely connecting to customers’ installations to troubleshoot technical difficultie
- s.Evaluating deeper insights into the challenges faced by customers by reviewing product log file
- s.Escalating unresolved support tickets to tier 2 suppor
- t.Providing prompt and accurate feedback to customer
- s.Ensuring proper documentation and resolution of all technical inquirie
- s.Collaborating with the Invicti sales team, resellers, and distributors with technical querie
- s.Proposing new technical content to be shared within Invicti’s social media articles, blog postings, and other means of communication with our customer bas
e.
What You'll Ne
- ed:Located within Austin, TX with the ability to come into the office Mondays and Thursd
- ays3 to 4 years of proven working experience in enterprise technical support, IT support or as a technical engin
- eerExcellent interpersonal ski
- llsSolid written and verbal communication ski
- llsExpertise of Windows and general desktop support iss
- uesDetailed knowledge of HTTP proto
- colBasic TCP/IP and other networking conce
- ptsFamiliarity with network tools such as Fiddler and Wiresh
- arkUnderstanding of basic web development, HTML, and
- SQLComprehension of basic security topics such as XSS and SQL Inject
- ionExperience with operating systems Windows and Li
- nuxFundamental knowledge of Doc
- kerAn ability to work remotely as part of a virtual t
eam
Why Invi
cti:Your Health & Wellness Matt
ers:Health Insurance: Taking care of our team goes beyond the office. We cover 100% of employee health care, vision and dental premium costs. For dependents, we contribute 75% of the health care and 50% vision/dental premium cost, so you can be sure that you and your family are in the best possible health. Coverage is effective your first
day.Employee Assistance Program: Emotional Support Counseling services - 24/7 Life Coaching, Dependent Care, Elder Care, Financial & Legal Support, Wellness Coaching, New Parent Support and
moreParental Leave: 16 weeks paid leave for birthing parent recovery. 4 week paid leave for non-birthing/bonding pa
rent401(k) Savings Plan: 50% up to 6% company match with 100% annual cliff ves
ting
We Value Adult/Life Bal
ance:Hybrid Working: If you are local to one of our office locations, you can work a hybrid/home schedule - we got you co
veredDiscretionary Time Off: Enjoy a flexible vacation schedule where you do not have to wait to use time off until it is ac
cruedQuarterly Thrive-Wellness Days: One extra vacation day per quarter where the entire company takes a break from normal, daily activities to refresh and rejuv
enateVolunteering: 5 days of paid time off each year to participate in the volunteer activities of your c
hoice
We Valu
e You:Employee Recognition: Ongoing recognition & rewards. A Culture that emphasizes personal and professional
growth
At Invicti, we embrace diversity and individuality in all forms. Discrimination has no place here - regardless of race, religion, gender, age, ability, sexual orientation, or any other aspect that makes you unique. We're all about creating a space where everyone feels valued and included. So come as you are and join us in shaping the future of our in
