{"id":1193131,"url":"https://alion.io/job/endor-labs-senior-technical-support-engineer","title":"Senior Technical Support Engineer","company":{"id":8066,"name":"Endor Labs","domain":"endorlabs.com","url":"https://alion.io/company/endorlabs","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":89,"open_postings":20,"ghost_share":0,"stale_share":0.45,"repost_share":0,"time_to_fill_p50_days":37,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Panama"],"countries":["PA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":59000,"max_usd":155000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":643},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Bazel","optional":false},{"name":"C++","optional":false},{"name":"Go","optional":false},{"name":"JavaScript","optional":false},{"name":"Python","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"Bitbucket","optional":true},{"name":"CI/CD","optional":true},{"name":"Claude","optional":true},{"name":"Copilot","optional":true},{"name":"Cursor","optional":true},{"name":"Docker","optional":true},{"name":"GCP","optional":true},{"name":"GitHub","optional":true},{"name":"GitLab","optional":true},{"name":"Kubernetes","optional":true}],"status":"live","first_seen_at":"2026-09-24T15:37:11Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-12T17:29:18Z","board_verified":true,"closed_at":null,"days_open":18,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":18},"description":"Endor Labs is building the Application Security platform for the software development revolution. Modern software is complex and dependency-rich, making it increasingly difficult to pinpoint the risks that truly matter. Endor Labs solves this challenge by building a call graph of your entire software estate-enabling teams to clearly identify, prioritize, and fix critical risks faster. \nTrusted by companies that are one or one hundred years old, Endor Labs secures code whether it was written by humans or AI, and whether it's 40-year old C++ code or cutting edge Bazel Monorepos. Endor Labs was founded by serial entrepreneurs Varun Badhwar and Dimitri Stiliadis, and is backed by leading VC firms such as Dell Technology Capital, Lightspeed, and Sierra Ventures.\nSound interesting? Let’s talk if you want to be part of the next big leap in security innovation!\nHow You'll Make an Impact\nServe 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.\nCoordinate directly with Engineering and R&D teams to file, track, prioritize, and expedite resolutions for critical customer bug tickets and complex technical issues.\nAct as a mentor and technical leader for Junior Engineers and the broader Technical Support team, driving technical depth and best practices across the organization.\nManage customer escalations with a high degree of empathy and urgency, balancing the requirements of key enterprise accounts alongside self-service users.\nPartner with Product and Customer Success teams to identify patterns in customer friction, driving permanent product and process improvements to eliminate recurring issues.\nDeliver exceptional customer communication via our support platform, ensuring concise, timely, and professional updates to technical users and executive stakeholders alike.\nOptimize support tooling and processes as the team scales, maintaining high response quality and operational efficiency.\n Help define and achieve core KPIs for support excellence, including initial response times, resolution speed, and customer satisfaction (CSAT).\nHelp build and maintain a 24x5 SLA for our larger enterprise customers\nWhat You’ll Bring to the Table\n5+ years of experience in a customer-facing Tier 3, Escalation Support, or Customer Support Engineering role within a SaaS or Developer Tools environment.\n 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).\nProven troubleshooting skills with the ability to dive into complex, unfamiliar codebases, analyze system logs, and debug API/infrastructure interactions.\nA structured problem-solving approach, with the ability to synthesize complex inputs from multiple sources and prioritize critical tasks under pressure.\n Outstanding communication skills (written and verbal), with a knack for translating complex technical concepts into clear language for both developers and executive leaders.\nAn ownership mindset: proactive, resourceful, and ready to drive customer issues to resolution even when working with incomplete information.\n A passion for Application Security (AppSec), open-source software, and developer workflows.\nNice to Have:\nHands-on experience with source control management systems (GitHub, GitLab, Bitbucket) and CI/CD pipelines.\nDeep familiarity with cloud-native technologies, including Docker, Kubernetes, and major cloud providers (AWS, GCP, Azure).\nActive experience using AI-assisted development tools (e.g., Cursor, Claude, GitHub Copilot) to accelerate technical diagnosis and resolution.\nWhy Endor Labs\nWe’re building at the intersection of developer productivity and security - one of the fastest-growing spaces in software. Our dev-loved platform has real ROI, strong momentum, and customers who care about doing things right.\nAt Endor Labs, we think big, start small, and learn fast. We take ownership, move with purpose, and always start with the customer’s success. We debate with data, make the complex simple, and challenge each other with kindness and candor. We celebrate wins, learn from misses, and have fun along the way - because when our customers win, we all win.\nEndor Labs is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Even if you don't fit every requirement above, we believe in the power of diverse perspectives and experiences, so we encourage all talented individuals to apply-there's no one-size-fits-all here.","description_format":"text","description_chars":4706,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Application Security","DevSecOps"],"lifecycle":[{"event":"open","at":"2026-09-24T17:33:42Z"}],"visa":[],"liveness":{"score":78,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.864,"p_room":0.9,"age_days":17,"expected_fill_days":37,"reasons":["conf:2","velocity","win:mid"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/endor-labs-senior-technical-support-engineer","json_url":"https://alion.io/job/endor-labs-senior-technical-support-engineer.json","meta":{"generated_at":"2026-10-12T19:08:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30878,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8066},"rest":"https://alion.io/mcp/rest/get_company?id=8066"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fendor-labs-senior-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fendor-labs-senior-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fendor-labs-senior-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/endor-labs-senior-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fendor-labs-senior-technical-support-engineer"}]}