Senior Technical Support Engineer

Title: Senior Technical Support Engineer

Location: Austin TX US

Type: Full-time

Workplace: Hybrid remote

Job Description:

Who You Are: 

You are a senior-level support engineer who goes beyond ticket resolution.
You understand how modern web applications are built, deployed, secured and you are comfortable troubleshooting complex customer environments that span code, infrastructure, and security tooling.

You enjoy building small labs, reproducing issues end-to-end, and acting as a technical reference point for both customers and internal teams.

What You’ll be Doing:

• Providing high-quality technical support to Invicti’s customers
• Owning complex technical support cases end-to-end, including deep investigation and root cause analysis
• Delivering technical solutions to both technical and non-technical end users via phone, our support system, and other channels as needed 
• Remotely connecting to customers’ installations to troubleshoot technical difficulties
• Analyzing product and application logs to gain deeper insight into customer-reported issues
• Escalating unresolved support tickets to tier 2 support
• Troubleshooting modern web applications, APIs, and authentication flows
• Ensuring proper documentation and resolution of all technical inquiries
• Collaborating with the Invicti sales team, resellers, and distributors with technical queries

Requirements

What You'll Need:

• • U.S. citizenship is required for this role due to contractual obligations associated with supporting U.S. government clients
  • 5+ years of experience in technical support, application support, or a similar role
  • Strong understanding of HTTP, TCP/IP, networking fundamentals, and browser–server communication
  • Hands-on experience troubleshooting applications running in Kubernetes environments
  • Working knowledge of Docker and containerized application environments
  • Hands-on experience troubleshooting web applications, APIs, and authentication mechanisms
  • Familiarity with network tools such as Fiddler and Wireshark
  • Familiarity with web security concepts such as XSS, SQL Injection, and modern attack surfaces
  • Familiarity with CI/CD pipelines and Secure SDLC practices
  • This role is on shift rotation basis 

Benefits

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.