Technical Support Specialist

Job title: Technical Support Specialist

About the Role Join Bright Security as a Technical Support Specialist, the first point of contact for customers using our Dynamic Application Security Testing (DAST) solution. You will help ensure a seamless user experience by diagnosing issues, guiding customers across North America and EMEA time zones, and contributing to knowledge base and product feedback.

What You'll Do

• Serve as the initial point of contact for customers seeking technical assistance via various channels (phone, email, chat).
• Diagnose and resolve technical issues related to the DAST product, ensuring timely and effective solutions.
• Track and manage support tickets, providing accurate updates to customers.
• Maintain detailed records of customer interactions, issues, and resolutions in the support database.
• Identify and escalate complex issues to higher-level support or specialized teams.
• Contribute to creation and maintenance of support documentation, FAQs, and knowledge base articles.
• Gather and relay customer feedback to product and development teams to help improve offerings.

What We're Looking For

• 1-2 years of experience in IT, DevOps, Networking or similar technical support roles.
• Comfortable working in Windows, Linux, APIs and CLI services/commands.
• Knowledge of Linux and Microsoft Windows in Enterprise environments.
• Optional understanding of common types of application layer vulnerabilities, Firewalls, and Security products.
• Optional knowledge of SDLC, OpenAPI/Swagger, CI/CD platforms (Jenkins, GitHub), Cloud technologies, applications development, applications security, and vulnerabilities.
• Excellent communication skills in English.
• An ability to influence, persuade, and motivate people at every level and every function to partner with you on solving problems.
• Strong ability to work with enterprise customers, handle their expectations, and solve and/or escalate problems.
• Ability to work with customers and teams across time zones including the US, EMEA and other parts of the world.

Nice to Have

• Optional/preferred qualifications such as understanding of SDLC, OpenAPI/Swagger, CI/CD platforms (Jenkins, GitHub), Cloud technologies, and security vulnerabilities.

Compensation & Benefits

• Interesting, technical, and challenging assignments with abundant international professional experience
• Competitive compensation.
• Opportunities for professional growth and advancement.
• Ability to interact with some of the largest global organizations as customers.
• A diverse and inclusive workplace.
• Bright is an equal opportunity employer and our team is composed of individuals from many diverse backgrounds, lifestyles, and locations.