Senior Technical Support Engineer

About Kasada
Join us in stopping bad bots, for good! Kasada protects millions of online users everyday. Founded to stop automated bot attacks, we believe the internet should be a safe place for everyone. Bad bots are highly destructive. They take over accounts, steal content, overload systems and infrastructure and cause billions of dollars in damages every year. Seeking to restore trust in the internet, Kasada stops bots at the very first request including those that have never been seen before.
We’ve grown from a few friends working out of a shipping container under the Sydney Harbour Bridge to now operating globally, we’re spread across the world protecting some of the most well-known brands on the face of the earth.
We’re an innately curious team that’s not afraid to bring bold ideas to create better ways of solving problems. We’re looking for people who are passionate about solving some of the most difficult and pressing cybersecurity issues, while having fun doing it!
We are looking for a Senior Technical Support Engineer with a strong focus on customer satisfaction and technical support skills. Our Technical Support Team is an integral part of our global customers' success, and you will have a direct impact in everything you do. If you're a great communicator and collaborator, a future thinker and natural problem solver, then you may just be the new team member we're looking for!

In this role you will:

• Provide a consistently high quality customer experience through multiple communication channels, delivering value through our products and services to enable our customers to be successful
• Resolve problems for our customers, through code/error diagnosis, debugging, validation, and root cause analysis
• Engage collaboratively with customer and engineering teams around communication, investigation, and resolution of application issues
• Work with existing teams and technology to identify common issues; and build proactive capabilities to solve, respond, or have customers self-serve knowledge
• Build and mature our capabilities, documentation, and tools to proactively deal with issues and further enable customer success
• Monitor queue health and identify ways to proactively address trends
• Engage the wider Kasada business to assist in building a best-practice support function globally.

About you:

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Preferred Qualifications:
• Experience with application layer (Layer 7) troubleshooting, including familiarity with HTTP/HTTPS protocols and web application troubleshooting

Technical Skills:
• Excellent research and problem-solving skills
• Experience with troubleshooting mobile SDKs on both Android and iOS platforms
• Experience using Splunk for data analysis and creating graphical representations such as time charts
• Familiarity with at least one programming language (JavaScript/TypeScript preferred, but not required)
• Familiarity with CDNs (e.g., Cloudfront, Akamai, Section.io) and the ability to troubleshoot issues related to them
• Strong understanding of DNS and its functions
• Basic knowledge of MacOS and Unix Terminal commands
• Experience with cloud service providers, preferably AWS
• Comfortable working with GitHub processes
• Experience with Atlassian products, mainly JIRA and Confluence
• Excellent research and problem-solving skills
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Power (Soft) Skills:
• Ability to deconstruct complex problems into manageable tasks to effectively identify root causes and resolve issues
• Exceptional communication skills, with the ability to support customers via email, phone, or screen-shares
• Strong sense of empathy for the customer experience and the ability to communicate effectively with customers
• Passion for process improvement and the initiative to implement improvements
• A team player with strong interpersonal skills and the ability to work effectively with a diverse range of people and roles
• Experience in incident management and the ability to escalate issues to engineering teams as needed
• Proactive mindset with critical thinking and problem-solving abilities
• Highly motivated with a drive for continuous improvement

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The Benefits of being a Kasadian
We want to ensure Kasada remains a great place to work and a place to do great work. It's important to us to build an inclusive environment where you can realize your full potential. We are a highly collaborative team regardless of location, placing a strong emphasis on our core values; and we have designed our benefits package so you can thrive, both inside and outside of work:
- A stake in Kasada’s globa