Lead Technical Support Engineer at StackHawk (Remote)

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The Role

Are you a passionate technical support professional, looking for your next career adventure and an opportunity to lead and define how technical support is done at a rapidly growing company? If so, read on. StackHawk is growing, and is looking for our first dedicated Technical Support Engineer to help our customers and prospects solve issues they might encounter configuring or using our application security scanning product. This role will provide a first-line of support for customers and prospects, and will enable our organization to continue to scale. As our first dedicated technical support person, you will be expected to define how we do technical support at StackHawk - establishing processes and tools, improving documentation and operationalizing the support process. You will get the opportunity to learn all about the inner workings of application development, DevOps, CI/CD, APIs and Application Security. This is an important foundational role for the company, and one that has lots of career growth potential as the company grows! 

What You’ll Do
  • Respond to technical support requests from customers and prospects
  • Assist customers and prospects configuring and using the StackHawk product and navigate a breadth of different technology configurations, environments and application architectures
  • Triage and troubleshoot technical issues to help identify the root cause and advise customers on how to resolve issues
  • Work closely with Product and Engineering teams to better understand the product, provide feedback and suggestions for possible product enhancements, and escalate issues and bugs when necessary
  • Work closely with Sales and Customer Success teams to enable customers and prospects to be successful with the StackHawk product
  • Review and continually improve support documentation
  • Provide an excellent level of customer service
  • Establish a technical support process, defining how it should operate, the tools and processes it should use, important success metrics, and how it will interact with other parts of the company
About You
  • You are a great Tech Support individual contributor or manager looking for that next step up and are excited about getting into the weeds of supporting StackHawk users
  • You have a passion for providing excellent customer service and support
  • Have excellent written and verbal communication skills
  • Have a high degree of empathy and a desire to help people solve problems
  • Strong troubleshooting skills, which require curiosity, persistence, patience and logical reasoning ability
  • Demonstrated technical skills - such as familiar working in a Unix/Linux command line, familiarity with Docker, basics of how web applications work, shell scripting, familiarity with API protocols such as REST, SOAP or GraphQL
  • Ability and interest to learn complex technical concepts, retain and apply learnings
  • Strong organizational skills
  • Experience establishing and improving a process where none may exist
  • Can operate in a self-directed manner
  • Thrives in a fast-moving startup environment
The Goods
  • Competitive Compensation: Earn a competitive salary and get an equity stake in the company that we are building together. 
  • Solid Benefits: Health, dental, and vision insurance 100% paid for employees and dependents. Other benefits include life insurance, AD&D, and 401K.
  • Time to Recharge Encouraged: Take what you need vacation plus ten paid holidays! Unplug, recharge, and come back refreshed.
  • Fun Team and Perks: We do great work and have fun doing it! Get a great at home equipment setup, a fun team to collaborate with, and other great perks.
  • Place Where Your Work Matters and You Grow: As a seed stage company, your work shapes the product that we are building. Nothing beats arriving at work every day knowing that your work deeply matters, and there is no better opportunity to grow in your career.

StackHawk is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.

Salary range for this role is $80k to $130k, or commensurate with experience.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Google AnalyticsAnalytics
    • SegmentAnalytics
    • IllustratorDesign
    • SketchDesign
    • FigmaDesign
    • Post NotesDesign
    • SharpiesDesign
    • JIRAManagement
    • SalesforceCRM
    • SendGridEmail

Location

StackHawk was started in Denver Colorado and transitioned to a fully remote company post COVID and we plan on staying remote. Of course, we also understand that in-person interaction is important for all of us as individuals and as a company. So we also organize a few company events year-round.

An Insider's view of StackHawk

What’s the vibe like in the office?

The team includes a variety of talent across different fields, industries, and backgrounds. The company has a vision to transform application security and we have since laid down the foundation for fast, intuitive software development.
Building great software with friends is a great way to make a living, and StackHawk is a great place to do it.

Sam

Full Stack Engineer

What projects are you most excited about?

At StackHawk Engineering, I'm excited that we are building both useful security products for our customers. Being able to deliver tools and applications to other engineers that can help them automate security testing for their own applications is extremely satisfying.

Topher

Senior Full Stack Engineer

How has your career grown since starting at the company?

Since joining StackHawk as the founding SDR, I've been able to create inbound sales processes, transition to leading outbound prospecting efforts, conduct SDR hiring interviews/onboarding, and have become an Account Executive all within my first year. To say that StackHawk has supported growth in my career would be a massive understatement.

CJ

Account Executive

How do your team's ideas influence the company's direction?

We are at the fun stage of the business where each individuals work directly impacts the outcome of the business. The team is empowered to make decisions, take risks, and find ways to make our goals happen. Our team is low on ego - everyone's opinion has a seat at the table.

Ryan Severns

Co-Founder & COO

What are StackHawk Perks + Benefits

StackHawk Benefits Overview

Competitive Compensation: Earn a competitive salary and get an equity stake in the company that we are building together.

Solid Benefits: Health, dental, and vision insurance 100% paid for employees and dependents. Other benefits include life insurance, AD&D, 401K, Employee Assistance Program, Monthly electronic allowance, SnackHawk (munchies delivered to your door bi-weekly),

Time to Recharge Encouraged: Take what you need vacation (aka Unlimited PTO) plus ten paid holidays! Unplug, recharge, and come back refreshed.

Fun Team and Perks: We do great work and have fun doing it! We have a daily Zoom happy hour to catch up and hang out. There are also frequent deliveries of snacks, meals, and goodies to keep you fueled as you do your work!

Place Where Your Work Matters and You Grow: As a seed stage company, your work shapes the product that we are building. Nothing beats arriving at work every day knowing that your work deeply matters, and there is no better opportunity to grow in your career.

Culture
Volunteer in local community
StackHawk team-members participated in stuffing goodie bags for our front line workers. Additionally we've donated to the victims of the Colorado Wildfires as this is where we our company began.
Friends outside of work
Eat lunch together
Intracompany committees
We're working on building more committees but our most recent one was established by volunteers to create our company values.
Daily sync
Open door policy
Team owned deliverables
Group brainstorming sessions
Diversity
Highly diverse management team
StackHawk's leadership team is as diverse as our staff. We believe in having our employees whole self show up and support each other no matter what our background, race, language, sexual orientation.
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
StackHawk's Flexible Spending Account (FSA) helps employees cover out-of-pocket medical expenses with pre-tax contributions.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
We have a super active "Move_Yo_Body" Slack channel and support/encourage team members to take breaks to focus on their health (mental, physical, emotional, or other).
Mental Health Benefits
The EAP is available at no cost, even if you don't enroll in StackHawk's group benefits. You and your family members may access free, confidential counseling and referral services.
Retirement & Stock Options Benefits
401(K)
Company Equity
Employees receive stock options vesting over a four-year period.
Child Care & Parental Leave Benefits
Remote Work Program
StackHawk is a remote first company so everyone works from a home office.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
At StackHawk we understand that in-person interaction is important for all of us as individuals and as a company. So we also organize a few company events.
Stocked Kitchen
Every two weeks we ship out a SnackHawk gift box of munchies for your home office valued at up to $40 per shippment.
Happy Hours
Pet Friendly
We're remote, so bringing your pet to work is completely fine with us. We love seeing our colleagues furry friends.
Home Office Stipend for Remote Employees
Employees receive a solid home office setup to ensure they are ready to get to work!
Professional Development Benefits
Cross functional training encouraged
Promote from within

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