Sr Technical Support Engineer

AURI by Endor Labs closes the gap between AI-generated code and security. It runs inside the harness where coding agents work, through hooks, skills and MCP, so the controls sit outside the model and every agent action is visible. Underneath is the patented code context graph, which maps code, open source, containers and infrastructure. It shows which vulnerabilities can actually be reached and exploited, then delivers fixes that won't break the application. Endor Labs is a company whose mission is to make sure the world can trust software.

Responsibilities

Serve as the primary technical escalation point for Tier 1 and Tier 2 support issues, diving deep into diagnostic tools, system logs, and the Endor Labs codebase to identify root causes and deliver clear paths to resolution; Coordinate directly with Engineering and R&D teams to file, track, prioritize, and expedite resolutions for critical customer bug tickets and complex technical issues; Act as a mentor and technical leader for Junior Engineers and the broader Technical Support team, driving technical depth and best practices across the organization; Manage customer escalations with a high degree of empathy and urgency, balancing the requirements of key enterprise accounts alongside self-service users; Partner with Product and Customer Success teams to identify patterns in customer friction, driving permanent product and process improvements to eliminate recurring issues; Deliver exceptional customer communication via our support platform, ensuring concise, timely, and professional updates to technical users and executive stakeholders alike; Optimize support tooling and processes as the team scales, maintaining high response quality and operational efficiency; Help define and achieve core KPIs for support excellence, including initial response times, resolution speed, and customer satisfaction (CSAT); Help build and maintain a 24x5 SLA for our larger enterprise customers

Requirements

5+ years of experience in a customer-facing Tier 3, Escalation Support, or Customer Support Engineering role within a SaaS or Developer Tools environment; Strong technical background in understanding software development with hands-on exposure to Go, JavaScript, or Python (or a proven track record as an engineer who learns new languages quickly); Proven troubleshooting skills with the ability to dive into complex, unfamiliar codebases, analyze system logs, and debug API/infrastructure interactions; A structured problem-solving approach, with the ability to synthesize complex inputs from multiple sources and prioritize critical tasks under pressure; Outstanding communication skills (written and verbal), with a knack for translating complex technical concepts into clear language for both developers and executive leaders; An ownership mindset: proactive, resourceful, and ready to drive customer issues to resolution even when working with incomplete information; A passion for Application Security (AppSec), open-source software, and developer workflows

Nice to have

Hands-on experience with source control management systems (GitHub, GitLab, Bitbucket) and CI/CD pipelines; Deep familiarity with cloud-native technologies, including Docker, Kubernetes, and major cloud providers (AWS, GCP, Azure); Active experience using AI-assisted development tools (e.g., Cursor, Claude, GitHub Copilot) to accelerate technical diagnosis and resolution