Technical Support Engineer ( SAST )

WhiteHat Security   •  

Houston, TX

Industry: Technology

  •  

Not Specified years

Posted 83 days ago

This job is no longer available.

What we're looking for:

A Technical Support Engineer is the primary interface for Tier 1 and Tier 2 customer support requests.  In this position, you will deliver excellent customer service while providing account administration, diagnosing and solving technical issues, providing answers to general support questions, delivering user-interface training, and facilitating vulnerability reviews. 

What you'll be doing:

  • Receive and process inbound client and internal requests, maintaining SLAs and documenting tickets appropriately
  • Resolve technical questions associated with general user operation and administration of WhiteHat’s user interfaces
  • Escalate issues to management driving the issue to resolution
  • Troubleshoot and resolve various customer issues, including: 
    • Code base inaccessibility
    • Connection/firewall issues for both client-side and cloud-hosted appliances
    • Parsing automated scan logs for errors
    • Integrations/API
    • Resolving missing dependencies
  • Facilitate client technical calls as needed with our Threat Research Center
  • Participate in or lead projects that are beneficial to the overall department
  • Report defects and feature requests/enhancements

What we value:

  • A solid understanding of internet fundamentals: URL structure, request and response layout, HTTP/S, SSL, Proxies, DNS, etc.
  • Familiarity with Web Application Security concepts including OWASP Top 10
  • Basic knowledge of Firewall access controls (NAT, WAF/IDS/IPS, ASM)
  • Familiarity with SDLC
  • Basic understanding of networks: OSI model, servers (APACHE, Tomcat, IIS, etc.), routers, switches, firewalls, TCP/IP, VLANs
  • Familiarity with basic networktroubleshooting (routing, ping, traceroute, whois, netstat, dig) and web server troubleshooting (telnet, curl, wget, and ssh)
  • Basic understanding of API’s and source code management (git, subversion, perforce, tfs, etc.)