Technical Support Engineer

Austin, TX
Full Time
Mid Level

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 loves a good challenge and will stop at nothing to find one (or many) solutions. Your curiosity knows no bounds and no technical puzzle is too tough. You're all for asking questions in a gallant effort to find the most efficient resolution. You're into learning new and known things and find yourself scrolling subreddits for the latest and greatest on the future of web and cyber security.

As a Technical Support Engineer here at Invicti, 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 overall success.

This position is hybrid with in-office expectations at our Austin location (North Lamar).
 

What You'll Be Doing: 

  • Providing high-quality technical support to Invicti’s enterprise customers.
  • Delivering technical solutions to both technical and non-technical end-users via phone, our support system, and other channels as needed.
  • Resolving and taking full ownership of reported customer issues by means of research, diagnosis, troubleshooting, and identifying solutions.
  • Remotely connecting to customers’ installations to troubleshoot technical difficulties.
  • Evaluating deeper insights into the challenges faced by customers by reviewing product log files.
  • Escalating unresolved support tickets to tier 2 support.
  • Providing prompt and accurate feedback to customers.
  • Ensuring proper documentation and resolution of all technical inquiries.
  • Collaborating with the Invicti sales team, resellers, and distributors with technical queries.
  • Proposing new technical content to be shared within Invicti’s social media articles, blog postings, and other means of communication with our customer base.
     

What You'll Need:

  • 3 to 4 years of proven working experience in enterprise technical support, IT support or as a technical engineer
  • Located within Austin, TX with the ability to come into the office Mondays and Thursdays
  • Excellent interpersonal skills
  • Solid written and verbal communication skills
  • Expertise of Windows and general desktop support issues
  • Detailed knowledge of HTTP protocol
  • Basic TCP/IP and other networking concepts
  • Familiarity with network tools such as Fiddler and Wireshark
  • Understanding of basic web development, HTML, and SQL
  • Comprehension of basic security topics such as XSS and SQL Injection
  • Experience with operating systems Windows and Linux
  • Fundamental knowledge of Docker
  • An ability to work remotely as part of a virtual team
     

Why Invicti:

Your Health & Wellness Matters:

  • 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 more
  • Parental Leave: 16 weeks paid leave for birthing parent recovery. 4 week paid leave for non-birthing/bonding parent
  • 401(k) Savings Plan: 50% up to 6% company match with 100% annual cliff vesting 

We Value Adult/Life Balance:

  • Hybrid Working: If you are local to one of our office locations, you can work a hybrid/home schedule - we got you covered
  • Discretionary Time Off: Enjoy a flexible vacation schedule where you do not have to wait to use time off until it is accrued
  • Quarterly Thrive-Wellness Days: One extra vacation day per quarter where the entire company takes a break from normal, daily activities to refresh and rejuvenate
  • Volunteering: 5 days of paid time off each year to participate in the volunteer activities of your choice 

We Value 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 industry.

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