What are the responsibilities and job description for the Technical Support Engineer position at Mend.io?
Description
Our Mend.io Technical Support team continues to expand. We are looking for an engineer who is eager to get immersed in the world of security and compliance associated with the use of open-source and closed-source software, specifically in the Software Composition Analysis (SCA) and Static Application Security Testing (SAST) fields. The ideal candidate is innately curious, has excellent communication skills, and has a high aptitude for quickly learning new leading-edge technologies used in today’s SDLC practices. If you are excited about the idea of learning how software security vulnerabilities are found, reported, and remediated in today’s world of software development, as well as experiencing hands-on a multitude of cutting-edge tools including software package managers, source code management (SCM) systems, CI/CD solutions, containers, orchestration and more, this is the job for you!
In this role, you will be performing technical analysis and first response to incoming customer issues which involves technical troubleshooting, issue replication, and solution/workaround recommendations. You will be escalating complex issues to senior staff via smart routing and case re-assignment. In addition, the role entails providing prompt and accurate support to customers reaching out to us from the Mend.io application interface via our integrated chat solution. As the first point of contact, the Frontline Support Engineer has a privileged and essential responsibility in delivering an impactful and memorable experience to our customers.
Location: Home Office (Remote)
Requirements
Requirements
Mend.io is 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.
We are also committed to building an inclusive, empowering workplace. If you’re excited about this role but don’t meet every requirement, we encourage you to apply. Your perspective could be exactly what we need.
The Benefits: Mend.io lives out its employee-centric culture by providing comprehensive benefits to its employees:
At Mend.io, we are building more than the future of application security - we are building a culture where diverse perspectives drive innovation. As we lead the way in securing AI powered applications, we believe the best solutions come from teams where everyone feels seen, heard, and empowered to thrive.
We are committed to a workplace rooted in respect, trust, and growth. That means supporting your development through mentorship, learning, and meaningful challenges, while also valuing flexibility and balance.
Our Mend.io Technical Support team continues to expand. We are looking for an engineer who is eager to get immersed in the world of security and compliance associated with the use of open-source and closed-source software, specifically in the Software Composition Analysis (SCA) and Static Application Security Testing (SAST) fields. The ideal candidate is innately curious, has excellent communication skills, and has a high aptitude for quickly learning new leading-edge technologies used in today’s SDLC practices. If you are excited about the idea of learning how software security vulnerabilities are found, reported, and remediated in today’s world of software development, as well as experiencing hands-on a multitude of cutting-edge tools including software package managers, source code management (SCM) systems, CI/CD solutions, containers, orchestration and more, this is the job for you!
In this role, you will be performing technical analysis and first response to incoming customer issues which involves technical troubleshooting, issue replication, and solution/workaround recommendations. You will be escalating complex issues to senior staff via smart routing and case re-assignment. In addition, the role entails providing prompt and accurate support to customers reaching out to us from the Mend.io application interface via our integrated chat solution. As the first point of contact, the Frontline Support Engineer has a privileged and essential responsibility in delivering an impactful and memorable experience to our customers.
Location: Home Office (Remote)
Requirements
Requirements
- Bachelor’s Degree in an IT-related field or 2 years in a customer-facing Support role
- Knowledge or exposure to programming environments – not necessarily as a developer (e.g. Java, Python, JavaScript, C#, etc.)
- Basic understanding of cloud-hosted applications
- Familiar with various operating systems (e.g. Windows, Linux, OS X)
- Excellent analytical and problem-solving skills
- Outstanding communication skills in English (written and verbal)
- Location: Remote (Home Office) – United States
- Experience with ticketing systems (e.g. Salesforce, Jira)
- Experience with SDLC and DevOps tools (e.g. GitHub, Azure DevOps, Jenkins)
- Familiarity with containerization (e.g. Docker, Kubernetes, OpenShift, etc.)
- Familiarity with cloud environments (AWS, MS Azure)
- Familiarity with identifying open-source licenses and copyrights
- Familiarity with Splunk and writing basic queries
Mend.io is 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.
We are also committed to building an inclusive, empowering workplace. If you’re excited about this role but don’t meet every requirement, we encourage you to apply. Your perspective could be exactly what we need.
The Benefits: Mend.io lives out its employee-centric culture by providing comprehensive benefits to its employees:
- Competitive compensation
- Affordable Health Insurances (5 plans to choose from), Dental and Vision
- Flexible and Generous PTO
- 401k with company match
- Equity
- Paid Parental Leave
- Monthly Work from Home Allowance
- One Time Home Office Set-up Stipend
- Team social events (locally and virtually)
- Collaborative and innovative environment
- Leadership that supports and encourages professional growth and development
At Mend.io, we are building more than the future of application security - we are building a culture where diverse perspectives drive innovation. As we lead the way in securing AI powered applications, we believe the best solutions come from teams where everyone feels seen, heard, and empowered to thrive.
We are committed to a workplace rooted in respect, trust, and growth. That means supporting your development through mentorship, learning, and meaningful challenges, while also valuing flexibility and balance.
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