Technical Support Engineer

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 customers. Delivering technical solutions to both technical and non‑technical end‑users via zoom, 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 tier2 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: U.S. citizenship is required for this role due to contractual obligations associated with supporting U.S. government clients The ability to come into the Austin office 3 times a week 2 to 4 years of proven working experience in enterprise technical support or application support Excellent interpersonal skills Basic understanding of Kubernetes concepts: Pods, Services, Ingress Solid written and verbal communication skills in English Familiarity with network tools such as Fiddler and Wireshark Understanding of basic web development, HTML, JS and CSS Understanding how common web vulnerabilities (XSS, SQLi, authentication issues) manifest in real‑world web applications Experience with operating systems Windows and Linux Fundamental knowledge of Docker 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. #J-18808-Ljbffr