Who are we?Checkmarx is the leader in application security and ensures that enterprises worldwide can secure their application development from code to cloud. Our consolidated platform and services address the needs of enterprises by improving security and reducing TCO, while simultaneously building trust between AppSec, developers, and CISOs. At Checkmarx, we believe it’s not just about finding risk, but remediating it across the entire application footprint and software supply chain with one seamless process for all relevant stakeholders.We are honored to serve more than 1,800 customers, which includes 40 percent of all Fortune 100 companies including Siemens, Airbus, SalesForce, Stellantis, Adidas, Wal-Mart and Sanofi.What are we looking for?We are looking for a technical support engineer to join our First Line Support team.The First Line Support Engineer will be the first to assist our customers with their demanding and complex cases. You will be expected to analyze and understand the problem quickly, suggest a solution or ask for essential information. You will be expected to learn new products and technologies. In addition, you are expected to have excellent communication and customer service skills.How will you make an impact?In this role you will be responsible for:• Provide the first response to customers mainly via the Salesforce support system and occasional phone calls• Conduct initial analysis and classification of customer cases• Reproduce the issue on a private lab• Use various resources (acquired knowledge, knowledgebase, product documentation, etc.) to solve cases• Gather essential information needed for the skill-based teams to further handle the case• Smart routing – based on the case analysis, route to the correct skill-based team• Contribute to knowledge sharing (writing articles, including Root Cause Analysis (RCA) for resolved cases)• Proactively seek to exceed customer expectations, leading to high customer satisfaction ratings