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Lead Technical Support Engineer



Software Engineering, IT, Customer Service
Denver, CO, USA
Posted on Friday, May 26, 2023
StackHawk helps software developers find and fix security vulnerabilities before they deploy code to production. Every modern software development organization has shifted from quarterly releases to daily or hourly releases, incorporating Continuous Integration and Continuous Delivery (CI/CD). In the modern world of FinTech, HealthTech, cloud analytics and AI platforms, customers are entrusting their most critical data to software providers. Periodic manual security testing by an external team is simply too risky. Because of this, modern software development organizations are extending CI/CD to encompass Continuous Application and API Security Testing. This way, security can “shift left,” meaning vulnerabilities can be detected while the developer is actively working on the code.
StackHawk has completed its Series B fundraise, and with this funding, will continue to invest in maintaining the market-leading position in developer-first API security testing, and support rapid customer and employee growth. Application and API security is an exciting market, where more than 43% of global decision makers are looking to implement dynamic application security testing during software development, and where companies will spend more than $3B in 2023 on application security testing products - which represents a massive opportunity for StackHawk. StackHawk is building out a team of leaders and team members that will capitalize on market pull, and enable growth-phase scale of the business.
The Role
Are you a passionate technical support professional, looking for your next career adventure and an opportunity to lead and define how technical support is done at a rapidly growing company? If so, read on. StackHawk is growing, and is looking for a Lead Technical Support Engineer to help our customers and prospects solve issues they might encounter configuring or using our application security scanning product. This role will provide a first-line of support for customers and prospects, and will enable our organization to continue to scale. As a dedicated technical support person, you will be expected help refine how we do technical support at StackHawk as we continue to grow. Evaluating and updating processes and tools, improving documentation and operationalizing the support process. You will get the opportunity to learn all about the inner workings of application development, DevOps, CI/CD, APIs and Application Security. This is an important foundational role for the company, and one that has lots of career growth potential as the company grows!
What You’ll Do
Respond to technical support requests from customers and prospects
Assist customers and prospects configuring and using the StackHawk product and navigate a breadth of different technology configurations, environments and application architectures
Triage and troubleshoot technical issues to help identify the root cause and advise customers on how to resolve issues
Work closely with Product and Engineering teams to better understand the product, provide feedback and suggestions for possible product enhancements, and escalate issues and bugs when necessary
Work closely with Sales and Customer Success teams to enable customers and prospects to be successful with the StackHawk product
Review and continually improve support documentation
Provide an excellent level of customer service
Establish a technical support process, defining how it should operate, the tools and processes it should use, important success metrics, and how it will interact with other parts of the company
About You
You are a great Tech Support individual contributor or manager looking for that next step up and are excited about getting into the weeds of supporting StackHawk users
You have a passion for providing excellent customer service and support
Have excellent written and verbal communication skills
Have a high degree of empathy and a desire to help people solve problems
Strong troubleshooting skills, which require curiosity, persistence, patience and logical reasoning ability
Demonstrated technical skills - such as familiar working in a Unix/Linux command line, familiarity with Docker, basics of how web applications work, shell scripting, familiarity with API protocols such as REST, SOAP or GraphQL
Ability and interest to learn complex technical concepts, retain and apply learnings
Strong organizational skills
Experience establishing and improving a process where none may exist
Can operate in a self-directed manner
Thrives in a fast-moving startup environment
The Goods
Competitive Compensation: Earn a competitive salary and get an equity stake in the company that we are building together.
Solid Benefits: Health, dental, and vision insurance 100% paid for employees and dependents. Other benefits include life insurance, AD&D, and 401K.
Time to Recharge Encouraged: Take what you need vacation plus ten paid holidays! Unplug, recharge, and come back refreshed.
Fun Team and Perks: We do great work and have fun doing it! Get a great at home equipment setup, a fun team to collaborate with, and other great perks.
Place Where Your Work Matters and You Grow: As a seed stage company, your work shapes the product that we are building. Nothing beats arriving at work every day knowing that your work deeply matters, and there is no better opportunity to grow in your career.
StackHawk is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.
Salary range for this role is $80k to $130k, or commensurate with experience.

      At StackHawk, we constantly strive to create an environment that allows our employees (Hawks) to do the best work of their lives. With our roots beginning in downtown Denver Colorado, we have many folks based in the Mountain time zone with the rest of our Hawks working remotely across the United States
      We are also committed to keeping Hawks healthy, motivated, focused, and creative. We've designed our top-notch benefits program with these goals in mind. In a nutshell, we've built a place where we truly love working, we think you will too.
      StackHawk is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!