Technical Support Engineer

Apiiro; United Kingdom; Remote; GBP 45,000 - 60,000; Full time

Job summary

A leading application security startup in the United Kingdom is seeking a Technical Support Engineer to work directly with enterprise customers, resolving critical technical issues and ensuring successful tool adoption. Applicants should have 3+ years of experience in technical support roles, strong troubleshooting abilities, and excellent communication skills. This position emphasizes customer-centric service and offers a chance to have a significant impact in a fast-growing environment.

Qualifications

• 3+ years in technical or product support, ideally for SaaS, AppSec or DevOps platforms.
• Excellent Tier 3-level troubleshooting skills across various systems.
• Ability to explain complex technical issues in plain language.

Responsibilities

• Serve as the primary technical contact for enterprise customers.
• Troubleshoot complex challenges across cloud environments and APIs.
• Provide clear, proactive communication with customers during issues.

Skills

Technical support experience

Tier 3 troubleshooting skills

Customer communication skills

Scripting skills (Python, Bash, PowerShell)

Self-motivated

Tools

GitHub

Bitbucket

AWS

GCP

Grafana

Docker

Kubernetes

PostgreSQL

MySQL

Job description

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What We’re About

Apiiro is a fast-growing startup at the forefront of the application security field. Our cutting‑edge platform is designed to help development teams build secure software quickly, enabling them to move faster while managing risks. As pioneers in the app‑sec space, we’re shaping the future of secure software development. If you're looking for an exciting opportunity to make a significant impact and grow with a passionate team, Apiiro is the place to be.

What You’re About

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.

You’ll be front and center with customers, owning complex cases end‑to‑end and collaborating closely with R&D and product teams. You’ll engage directly with customers, giving you greater impact, visibility and ownership while helping shape the success of their implementations.

• 3+ years in technical or product support, ideally for SaaS, AppSec or DevOps platforms.
• Tier 3‑level troubleshooting skills across: source‑control systems (GitHub, GitLab, Bitbucket, APIs (REST/GraphQL, authentication, integrations), cloud platforms (AWS and GCP required; Azure a plus), monitoring & observability tools (Grafana or similar), operating systems (Linux/Windows), containers & orchestration (Docker, Kubernetes), CI/CD pipelines (Jenkins, GitHub Actions, GitLab, Azure DevOps), databases (PostgreSQL/MySQL).
• Scripting skills (Python, Bash or PowerShell) for diagnostics and automation.
• 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.

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 means 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 means our customers are at the heart of everything. We go beyond just meeting their needs; we build solutions that truly make a difference.

If you're ready to join a team that's dedicated to transforming the future of app security, we’d love to hear from you. Apply now and let’s build the next generation of secure software together!