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 an experienced Tier-2 technical support engineer to join our global support team. You will be expected to quickly and continuously learn new products and technologies; Troubleshoot issues in demanding and complex development environments. You will be expected to manage tickets, with a professional, can-do attitude, and help your teammates as necessary.How will you make an impact?In this role you will be responsible for:· Providing technical troubleshooting for escalated customer tickets, including extensive troubleshooting and root cause assessment, and resolve or provide a workaround in a timely manner using Salesforce ticketing system· Owning and managing customer escalated tickets, from creation to resolution; proactively find solutions/workarounds by replicating the issue in your lab and communicating with engineering teams as necessary· Providing technical solutions and act as an escalation focal point to internal teams with complex issues they are handling in their dealing with our customers and potential customers· Conducting regular issue review meetings with key areas of development to ensure timely resolution for issues and communicate findings to customers· Maintaining communication with clients on the status of all open requests. All responses should be professional, complete, well formatted, and consistent with prior communications· Proactively seeking to exceed customer expectations, leading to high customer satisfaction ratings· Authoring and reviewing online support materials (FAQ's, knowledge base articles); Provide in-depth internal training when needed