Technical Support Engineer
Posted 7 Sep 2026
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 4+ yrs
- Management level
- Individual contributor
- Employment
- Remote
- Contract
- Full-time
No salary listed for this role.
Study levelMaster's or higher
Why Mend.io
We are redefining how modern organizations secure software from open source and custom code to AI-generated components. As the creators of the first AI Native AppSec Platform, we help global enterprises stay safe, fast, and compliant in an era of AI-driven development. Our platform combines intelligent automation, deep risk visibility, and developer-first experiences, shaping the future of application security.
We are also committed to building a collaborative, empowering workplace. If you are excited about this role but do not meet every requirement, we encourage you to apply. Your perspective could be exactly what we need!
The Technical Support Engineer is responsible for monitoring the queue and providing technical support, with emphasis on the initial analysis in accordance with Mend’s SLA and service standards.
This role requires knowledge of the Mend’s products, problem-solving skills, and the ability to communicate effectively with customers and colleagues.
Important note: This role is based in Poland and requires availability during U.S. Eastern Time working hours from 8:00 AM to 4:00 PM ET, which is approximately 2:00 PM to 10:00 PM local Poland time.
Responsibilities:
Technical Support:
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Debug and analyse application-level issues in our SaaS products: log analysis, configuration review, API calls, and third-party integrations, to isolate root cause before escalation.
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Provide initial analysis (meaningful first response) to our customers, within our SLA, via our support ticketing system.
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Reproduce customer-reported issues in the customer’s environment, including product integrations.
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If a solution cannot be provided, gather all technical details needed for further investigation.
Customer Interaction:
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Respond to customer inquiries in a timely and professional manner.
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Guide users through step-by-step solutions to resolve issues.
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Conduct screen-sharing sessions with customers, when required.
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Gather all needed information and escalate unresolved issues to higher-level support or specialized teams when necessary.
Documentation:
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Document support requests, resolutions, and customer interactions in the ticketing system.
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Create and update knowledge base articles and support documentation for common issues.