Current Opening: Associate SaaS Application Support Engineer REMOTE

ISE is seeking an Associate SaaS Application Support Engineer to join our team. Your role will be to provide technical assistance and quality assurance for our clients as they leverage our platform. You will be working primarily as technical support with a team that values integrity, quality, dedication, and education as we continue to build our platform.

What you’ll do at ISE:

• Monitor support channels for client service requests during normal business hours
• Contribute manual and automated testing during the QA cycle
• Synthesize client asks into reports/queries
• Investigate technical issues that our clients encounter and respond accordingly
• Escalate issues to the development and devops teams as needed, providing detailed steps to reproduce, pertinent system logs, and steps to reproduce
• Contribute to helpdesk documentation as new issues arise or new solutions are dis-covered
• Manage and monitor the backlog of service tickets
• Attend standing meetings with clients to discuss issues and maintain clients relations
• Test new releases and provide input to potential support issues

What you bring to the table:

• 1-3 years of relevant experience in a customer focused position involving technical knowledge of a company's products and services OR a bachelor's degree or certification in a relevant technical field
• Professional written and interpersonal skills are essential when communicating with customers and clients
• Ability to prioritize and manage several milestones and tasks efficiently
• General fluency in various technical domains
• Experience with SQL and some knowledge of common programming languages
• Familiarity with cloud watch logs and browser development tools

Nice to have:

• RDBMS database experience
• Experience with manual regression testing
• AWS Certification or other certification in relevant computer technology
• Knowledge of common network protocols like HTTP, TCP, DNS, etc
• Familiarity with Selenium/Selenide automated testing
• Jira Service Management/Confluence or similar support platforms experience
• Experience working with the Software Development Lifecycle
• Located in Baltimore, Maryland or southern California to better serve our clients

Salary:

$55K-$75K, according to experience

If you don't think you meet all of the criteria above but are still interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

What we bring to the table:

• Check out joinise.io for full details
• Work that matters; projects that impact people’s everyday life and wellbeing
• Quality, integrity, dedication, and education: our core values
• Life balance: flexible schedule, work from home options, unlimited vacation
• $0 health premium plan option, including spouse and family
• Opportunities to research and publish, speak at major security events and conferences
• Leadership and peers that support and mentor you: your growth is our growth, your success is our success
Relaxed and fun environment: ditch the suit and tie, sit or stand at your desk or find a sofa

How you’ll learn at ISE:

Everyone has a mentor, or two or three sometimes. We hold you and ourselves accountable for your advancement. You’ll learn directly from your mentor, your colleagues, resources vetted by the team, and at regular firetalk lunches by your peers – oh, and lunch is on us once a week in the office. You also have access to paid training, workshops, university courses, certification courses, and we’ll pay for the certs too. Want to learn a new skill that you aren’t currently using but want to? Great! Innovation is key–new technology is important.

About ISE:

ISE is an independent security consulting and software firm headquartered in Baltimore, Maryland, dedicated to securing high value assets for global enterprises and performing groundbreaking security research. Using an adversary-centric perspective driven by our elite team of analysts and developers, we improve our clients’ overall security posture, protect digital assets, harden existing technologies, secure infrastructures, and work with development teams to ensure product security prior to deployment. Our team enjoys working in a creative, educational, and comfortable environment where they can thrive professionally.

Building a Better Community:

We value different viewpoints and fresh perspectives. We embrace people who challenge our thinking and question the status quo. We are opposed to narrow minded, exclusionary, and discriminatory viewpoints or practices that inherently undermine our creative process, hinder growth, and impede innovation.

Need more info?

Be sure you spend some time at www.ise.io. Make sure you look through all the perks on the Careers page, then check out our Research and Blog, our events page for the IoT Village, and About page. Follow us on Twitter @ISEsecurity and @IoTvillage