Sr Technical Support Engineer

About this job

Endor Labs is developing an advanced Application Security platform designed to help teams navigate complex, dependency-heavy modern software estates. The company provides a solution that builds a complete call graph to pinpoint, prioritize, and fix critical risks quickly across diverse codebases. As a Sr Technical Support Engineer at Endor Labs in Bengaluru, you will act as the primary escalation point for complex technical issues. A typical day in this role involves analyzing system logs, troubleshooting deep into diagnostic tools, coordinating with R&D and Engineering teams to resolve critical bugs, and mentoring junior support staff. You will also manage sensitive enterprise customer escalations with empathy, communicate updates to technical and executive stakeholders, and help optimize support processes to maintain high operational standards and meet service level agreements.

Responsibilities

• Serve as the main technical escalation point for Tier 1 and Tier 2 support matters by analyzing system logs and codebase elements to resolve root causes.
• Collaborate directly with R&D and Engineering teams to track, prioritize, and expedite fixes for critical customer bug tickets.
• Act as a technical leader and mentor for junior team members to promote technical depth and adherence to best practices.
• Handle customer escalations with urgency and empathy while balancing the needs of self-service users and key enterprise accounts.
• Work alongside Customer Success and Product teams to spot user friction patterns and drive permanent product enhancements.
• Provide clear, professional, and concise communication to technical users and executive stakeholders through the support platform.
• Improve support processes and tooling as the team expands to maintain high efficiency and response quality.
• Contribute to achieving and defining core support KPIs including response times, resolution speed, and customer satisfaction.

Requirements

• 5+ years of experience in a customer-facing Tier 3, customer support engineering, or escalation support role within a SaaS or developer tools environment.
• Strong technical background in software development with hands-on exposure to Go, Python, or JavaScript, or a proven ability to learn new languages quickly.
• Demonstrated troubleshooting abilities with experience analyzing system logs, debugging infrastructure interactions, and diving into unfamiliar codebases.
• Structured problem-solving skills with the capability to prioritize critical tasks and synthesize complex inputs under pressure.
• Exceptional written and verbal communication skills to translate complex technical concepts for executives and developers.
• An ownership mindset characterized by a proactive and resourceful approach to driving issues to resolution.
• A demonstrated passion for developer workflows, open-source software, and application security.

Good to have

• Practical experience with CI/CD pipelines and source control management systems such as GitLab, GitHub, or Bitbucket.
• Familiarity with cloud-native technologies including Kubernetes, Docker, and major cloud platforms like Azure, GCP, and AWS.
• Active experience using AI-assisted development tools like GitHub Copilot, Cursor, or Claude for technical diagnosis.

Who should apply

This role is ideal for experienced support professionals with a strong background in SaaS or developer tools who excel at solving complex technical problems. If you have deep troubleshooting experience, understand software development principles, and enjoy guiding junior team members while handling enterprise-level escalations, you will thrive here. Candidates who are passionate about application security and possess a proactive ownership mindset are encouraged to apply.

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