{"id":520657,"url":"https://alion.io/job/mend-io-technical-support-engineer","title":"Technical Support Engineer","company":{"id":4168,"name":"Mend.io","domain":"mend.io","url":"https://alion.io/company/mend-io","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US","PL"],"hiring_countries_total":2,"salary":null,"salary_estimate":{"min_usd":24000,"max_usd":61000,"period":"year","method":"role_seniority_country_cell","sample_n":9},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CI/CD","optional":false},{"name":"Docker","optional":false},{"name":"Jenkins","optional":false},{"name":"Mend","optional":false},{"name":"Postman","optional":false},{"name":"PowerShell","optional":false},{"name":"Rest API","optional":false}],"status":"live","first_seen_at":"2026-09-07T09:44:24Z","employer_posted_date":"2026-09-07","last_verified_at":"2026-10-27T15:54:53Z","board_verified":true,"closed_at":null,"days_open":50,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":50},"description":"Why Mend.io\nWe are redefining how modern organizations secure software from open source and custom code to AI-generated components. As the creators of the first AI Native AppSec Platform, we help global enterprises stay safe, fast, and compliant in an era of AI-driven development. Our platform combines intelligent automation, deep risk visibility, and developer-first experiences, shaping the future of application security.\nWe are also committed to building a collaborative, empowering workplace. If you are excited about this role but do not meet every requirement, we encourage you to apply. Your perspective could be exactly what we need!\nThe Technical Support Engineer is responsible for monitoring the queue and providing technical support, with emphasis on the initial analysis in accordance with Mend’s SLA and service standards.\nThis role requires knowledge of the Mend’s products, problem-solving skills, and the ability to communicate effectively with customers and colleagues.\nImportant note: This role is based in Poland and requires availability during U.S. Eastern Time working hours from 8:00 AM to 4:00 PM ET, which is approximately 2:00 PM to 10:00 PM local Poland time.\nResponsibilities:\nTechnical Support:\nDebug and analyse application-level issues in our SaaS products: log analysis, configuration review, API calls, and third-party integrations, to isolate root cause before escalation.\n\nProvide initial analysis (meaningful first response) to our customers, within our SLA, via our support ticketing system.\n\nReproduce customer-reported issues in the customer’s environment, including product integrations.\n\nIf a solution cannot be provided, gather all technical details needed for further investigation.\n\nCustomer Interaction:\nRespond to customer inquiries in a timely and professional manner.\n\nGuide users through step-by-step solutions to resolve issues.\n\nConduct screen-sharing sessions with customers, when required.\n\nGather all needed information and escalate unresolved issues to higher-level support or specialized teams when necessary.\n\nDocumentation:\nDocument support requests, resolutions, and customer interactions in the ticketing system.\n\nCreate and update knowledge base articles and support documentation for common issues.\n\nCollaboration:\nCollaborate with other teams to identify recurring issues and suggest improvements.\n\nAssist with user training sessions on new software or tools as needed.\n\nContinuous Learning:\nGain basic knowledge of all the company’s products and services.\n\nParticipate in training and development opportunities to enhance skill sets.\n\nRequirements:\nAt least 4 years of experience in application support for a SaaS or software product, with hands-on debugging of the product itself (logs, configuration, APIs, integrations). This is a product-facing support role, not IT help desk or desktop support.\n\nGraduate degree - an advantage.\n\nProven experience working with technical challenges and a dynamic environment.\n\nExperience working on command line (PowerShell or Bash).\n\nPractical experience diagnosing REST API issues using tools such as curl or Postman, including analysis of status codes, headers, and payloads.\n\nKnowledge of programming environments, containerization (Docker), DevOps tools (Maven, Jenkins, CI/CD Servers etc.) - big advantage.\n\nExcellent analytic and problem-solving skills with a strong sense of customer commitment.\n\nCustomer-oriented personnel with excellent communication (written and verbal) and interpersonal skills\n\nOur Culture\nAt Mend.io, we are leading the way in securing AI-powered applications, and we believe the best innovations come from teams where everyone feels valued. 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