Apiiro

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 while helping shape the success of their implementations. Qualifications - 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. Requirements - 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. Benefits - 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!

• Own the customer onboarding journey, ensuring clear success criteria, timelines, and risk mitigation checkpoints. • Drive adoption and operationalization by orchestrating integrations, delivering enablement sessions, and accelerating time-to-first-value. • Lead customer programs strategically, including adoption cadences, executive reporting, risk registers, and milestone-based planning. • Translate technical features into measurable business value, identify whitespace opportunities, and maximize platform adoption. • Serve as a trusted voice of the customer to Product and Engineering teams, influencing roadmap and service improvements. • Lead QBRs and EBRs, maintaining strong executive relationships and ensuring customer satisfaction. • Facilitate kickoff sessions and enforce program management rigor across all accounts. • Embed Apiiro into day-to-day workflows for engineering, DevOps, and security teams. • Build value-driven use cases demonstrating risk reduction, compliance readiness, and developer velocity. • Tune signal-to-noise ratio to maintain trust, including false positives, suppression, and deduplication. • Orchestrate escalations across cross-functional teams in war rooms with minimal disruption. • Maintain internal and customer-facing reusable assets.

• Develop and maintain positioning and messaging frameworks • Research industry trends to proactively recommend messaging and content that will resonate with target audiences • Create compelling assets to educate the market on risk-based application security and why it is essential for organizations of all types and sizes • Analyze competitors and develop battle cards • Understand the analyst landscape and helping to craft briefing materials and follow-up for them • Lead product launches, from building the message to overseeing the development and rollout of new collateral • Conduct regular conversations with our customers, prospects, and closed-lost deals to keep our pulse on the market • Lead sales and partner enablement • Work with cross-functional teams to develop persona-driven, high-performing content and content strategies to maximize conversion throughout the buyer journey

• Lead technical discovery with prospects to understand their architecture, challenges, and success criteria. • Design solution architectures across SCM, CI/CD, ticketing, registries, and identity systems. • Deliver compelling demos and proof-of-value (POV) engagements that connect features to tangible outcomes like reduced risk and improved developer velocity. • Build ROI and risk models that clearly quantify Apiiro’s business value. • Partner with Sales to drive the technical win and accelerate the sales cycle. • Collaborate with Customer Success to ensure smooth handoffs and early customer success post-sale. • Support security and compliance reviews, helping customers understand data handling, encryption, and alignment with frameworks. • Provide competitive insights and deal strategy, articulating Apiiro’s unique differentiation in the ASPM market. • Document and share learnings through reusable templates, demo assets, and feedback loops with Product and Engineering.

• 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.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. 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

• Lead technical discovery with prospects to understand their architecture, challenges, and success criteria. • Design solution architectures across SCM, CI/CD, ticketing, registries, and identity systems. • Deliver compelling demos and proof-of-value (POV) engagements that connect features to tangible outcomes like reduced risk and improved developer velocity. • Build ROI and risk models that clearly quantify Apiiro’s business value. • Partner with Sales to drive the technical win and accelerate the sales cycle. • Collaborate with Customer Success to ensure smooth handoffs and early customer success post-sale. • Support security and compliance reviews, helping customers understand data handling, encryption, and alignment with frameworks. • Provide competitive insights and deal strategy, articulating Apiiro’s unique differentiation in the ASPM market. • Document and share learnings through reusable templates, demo assets, and feedback loops with Product and Engineering.

• Own the customer onboarding journey, ensuring clear success criteria, timelines, and risk mitigation checkpoints. • Drive adoption and operationalization by orchestrating integrations, delivering enablement sessions, and accelerating time-to-first-value. • Lead customer programs strategically, including adoption cadences, executive reporting, risk registers, and milestone-based planning. • Translate technical features into measurable business value, identify whitespace opportunities, and maximize platform adoption. • Serve as a trusted voice of the customer to Product and Engineering teams, influencing roadmap and service improvements. • Lead QBRs and EBRs, maintaining strong executive relationships and ensuring customer satisfaction.