Software Engineer, Support Automation

NetSPI pioneered Penetration Testing as a Service (PTaaS) and leads the industry in modern pentesting. Combining world-class security professionals with AI and automation, NetSPI delivers clarity, speed, and scale across 50+ pentest types, attack surface management, and vulnerability prioritization. The NetSPI platform streamlines workflows and accelerates remediation, enabling our experts to focus on deep dive testing that uncovers vulnerabilities others miss. Trusted by the top 10 U.S. banks and Fortune 500 companies worldwide, NetSPI has been driving security innovation since 2001. 

NetSPI is on an exciting growth journey as we disrupt and improve the proactive security market. We are looking for individuals with a collaborative, innovative, and customer-first mindset to join our team. Learn more about our award-winning workplace culture and get to know our A-Team at www.netspi.com/careers. 

We are looking for a Software Engineer to deliver excellent technical support for NetSPI products while helping enhance and modernize how support work gets done. This role sits at the intersection of customer support, software engineering, automation, and applied AI. This is an ideal position for someone who enjoys troubleshooting complex issues, partnering directly with customers and internal teams, writing software, and applying AI responsibly to practical business problems. 

You will own issues end-to-end, from initial triage through resolution and follow-up, while collaborating with Product, Engineering, and Security teams to drive durable fixes and better customer outcomes. Our customers rely on our platform for critical security operations, so clear communication, strong technical judgment, disciplined execution, and customer empathy are foundational to how we work. 

 

Responsibilities: 

• Provide technical support for NetSPI products, including issue triage, troubleshooting, root-cause analysis, reproduction, resolution, and follow-up. 

• Partner with customers through tickets, meetings, and written communication to understand issues, diagnose behavior, guide next steps, and drive timely outcomes. 

• Improve internal workflows by identifying repeatable, high toil tasks and implementing agentic and automated processes. 

• Help structure and maintain a high-quality support knowledge base so humans and AI agents can reliably use it to deliver accurate and consistent customer support. 

• Escalate product defects effectively, provide high-quality reproduction details, and collaborate with Engineering through resolution. 

• Contribute to documentation patterns, prompt/task instructions, evaluation criteria, and guardrails that improve the safe and responsible use of support agents. 

• Monitor support trends, identify recurring issues, and customer friction points, then recommend product, process, documentation, or agentic/automation tooling improvements and solutions. 

• Contribute to incident response support and post-incident learning for customer-impacting events. 

• Participate in code reviews, testing, and engineering practices appropriate for internal tools and agentic/automation work. 

Our general tech stack: 

• Languages: Java, Python, Go, C#, TypeScript 

• Infrastructure: AWS (ECS, EKS, Fargate, Lambda, S3, RDS Aurora) 

• Data: PostgreSQL 

 

You’ll thrive here if you: 

• Take ownership and follow through on commitments. 

• Communicate clearly with both technical and non-technical audiences. 

• Enjoy solving complex problems and can stay calm under pressure. 

• Balance urgency with quality and customer empathy.