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Role Description

We’re looking for a Technical Support Engineer with Tier 3 experience to join our global team. In this role, you’ll work directly with enterprise customers to resolve their most critical technical issues, ensure successful adoption of Apiiro and act as a trusted technical advisor.

• Own complex cases end-to-end and collaborate closely with R&D and product teams
• Engage directly with customers, giving you greater impact, visibility and ownership
• Help shape the success of customer implementations

Qualifications

• 3+ years in technical or product support, ideally for SaaS, AppSec or DevOps platforms
• Tier 3-level troubleshooting skills across various technologies
• Excellent customer communication skills: able to explain complex technical issues in plain language
• Self-motivated, comfortable in a remote-first environment and able to collaborate across time zones

Requirements

• Experience with source control systems (GitHub, GitLab, Bitbucket)
• Knowledge of APIs (REST/GraphQL, authentication, integrations)
• Familiarity with cloud platforms (AWS and GCP required; Azure a plus)
• Experience with monitoring & observability tools (Grafana or similar)
• Understanding of operating systems (Linux/Windows)
• Experience with containers & orchestration (Docker, Kubernetes)
• Knowledge of CI/CD pipelines (Jenkins, GitHub Actions, GitLab, Azure DevOps)
• Experience with databases (PostgreSQL/MySQL)
• Scripting skills (Python, Bash, or PowerShell) for diagnostics and automation

What You Will Do

• Serve as the primary technical contact for enterprise customers, owning issues from first report to resolution
• Troubleshoot complex challenges across cloud environments, CI/CD pipelines, SCMs, APIs and integrations
• Investigate and resolve issues in source control management (SCM) platforms such as GitHub, GitLab and Bitbucket
• Work with Grafana dashboards and monitoring tools to diagnose system and integration problems
• Partner with R&D to diagnose product issues, drive fixes and provide feedback for platform improvements
• Provide clear, proactive communication with customers, managing expectations during high-impact issues
• Share knowledge through documentation, runbooks and training sessions to empower customers and teammates
• Advocate for customers internally, ensuring their needs influence product priorities and enhancements

What We Stand For at Apiiro

• OneTeam, One Mission: we’re all in it together—tearing down walls, listening to every voice, and working as one to create real value for our customers
• Striving for Greatness: drives us to keep pushing forward, aiming higher, and staying resilient. We don’t believe in “good enough”
• Own It: we take pride in what we do. We’re all about accountability, trust, and transparency, so we’re empowered to make a real impact
• Customer Centric: our customers are at the heart of everything. We go beyond just meeting their needs; we build solutions that truly make a difference