Sr Technical Support Engineer

Who We Are AI coding is the largest use case of enterprise AI adoption today, as is evident from the success of Anthropic on Claude Code, Cursor’s $60B exit to SpaceX, and Cognition’s $48B valuation. The bottleneck now has moved from code generation to security and safety - AI agents write code faster than any team can review it, and over 65% of the lines of code produced by them are insecure. Vulnerabilities are piling up 16x faster than companies can fix them, and adversaries are able to exploit these new vulnerabilities within hours. AURI by Endor Labs closes that gap. It runs inside the harness where coding agents work, through hooks, skills and MCP, so the controls sit outside the model and every agent action is visible. Underneath is our patented code context graph, which maps code, open source, containers and infrastructure. It shows which vulnerabilities can actually be reached and exploited, then delivers fixes that won’t break the application. Security teams get evidence instead of noise, and developers get fixes instead of tickets. The companies building AI trust us to secure it - our customers include OpenAI, SpaceX, DoorDash, Dropbox, Atlassian, MongoDB, Snowflake, Robinhood and Peloton to name a few. Endor Labs is the third company from Founder & CEO Varun Badhwar, who built Prisma Cloud, the platform that helped define cloud security, from $0 to $300M ARR at Palo Alto Networks. We’ve raised $163M from Lightspeed, Coatue, DFJ Growth, Salesforce Ventures and Dell Technologies Capital. Software runs everything around our lives today - banking, hospitals, airports and power grids. AI now writes more of it every day, and our mission is to make sure the world can trust that software. Come build that future with us. How You'll Make an Impact • Serve as the primary technical escalation point for Tier 1 and Tier 2 support issues, diving deep into diagnostic tools, system logs, and the Endor Labs codebase to identify root causes and deliver clear paths to resolution. • Coordinate directly with Engineering and R&D teams to file, track, prioritize, and expedite resolutions for critical customer bug tickets and complex technical issues. • Act as a mentor and technical leader for Junior Engineers and the broader Technical Support team, driving technical depth and best practices across the organization. • Manage customer escalations with a high degree of empathy and urgency, balancing the requirements of key enterprise accounts alongside self-service users. • Partner with Product and Customer Success teams to identify patterns in customer friction, driving permanent product and process improvements to eliminate recurring issues. • Deliver exceptional customer communication via our support platform, ensuring concise, timely, and professional updates to technical users and executive stakeholders alike. • Optimize support tooling and processes as the team scales, maintaining high response quality and operational efficiency. • Help define and achieve core KPIs for support excellence, including initial response times, resolution speed, and customer satisfaction (CSAT). • Help build and maintain a 24x5 SLA for our larger enterprise customers What You Bring to the Table • 5+ years of experience in a customer-facing Tier 3, Escalation Support, or Customer Support Engineering role within a SaaS or Developer Tools environment. • Strong technical background in understanding software development with hands-on exposure to Go, JavaScript, or Python (or a proven track record as an engineer who learns new languages quickly). • Proven troubleshooting skills with the ability to dive into complex, unfamiliar codebases, analyze system logs, and debug API/infrastructure interactions. • A structured problem-solving approach, with t