Application Support Engineer

The purpose of the Application Support Engineer role is to provide technical support and guidance to AppCheck's customer base, with the goal of optimising their use of our vulnerability scanning services. As part of that you would answer support queries in a timely manner, provide sufficient information on resolution and keep customers informed of progress for longer-running cases. Working closely with colleagues within technical, commercial, and delivery teams, the Application Support Engineer supports all aspects of AppCheck's products, including all scanners and private hubs, as well as providing guidance where necessary on vulnerability findings and remediation advice As well as BAU application support, this role also plays an essential part in bringing onboard new and prospective clients. Our support function aids our commercial team by configuring and optimizing Proof of Concept scans for prospective clients and providing analysis of and insight into the results, usually by speaking only to our commercial team but occasionally by speaking to prospective clients directly. Day to Day Responsibilities:

• Investigate and respond to application support queries and customer issue reports in a timely, efficient and technically-assured manner
• Use command-line and GUI tooling, as well as leveraging SIEM platform and logs for incident investigation
• Work with developers and software engineers to improve vulnerability scanning and reporting tools, techniques and reports via bug reports and feature requests
• Provide insight and guidance to customers on detected vulnerabilities and associated threats and risks
• Assist customers in leveraging our vulnerability scanning platform for maximal value
• Proactively develop, update, maintain and expand customer knowledgebase and documentation.
• Ensuring that any system issues or outages are proactively reported to customers via status updates
  
  Do you have experience in software support for a SaaS or digital product company, along with broad knowledge across web app and infrastructure technologies?, The suitable candidate will need to be able to understand and explain many aspects of web application and infrastructure behaviour to clients who may or may not have strong background knowledge themselves, and to learn and provide detailed guidance in the use of AppCheck's own product., Sound understanding of internet operation, the Internet protocol suite (TCP/IP) and HTTP protocol
• Sound understanding of network/infrastructure and firewall, proxy and WAF behaviours
• Conceptual understanding of single-page applications, asynchronous request handling, partial page updates, and AJAX
• Experience providing direct client-facing application support
• Experience with a support ticket system (ZenDesk, JIRA, ServiceNow, etc.)
• Scripting or basic coding skills (any language, e.g., Python or JavaScript)
• It would be desirable although not essential to have experience in Scripting and Linux command line (curl, nmap, etc), Unix/Linux OS commands / file systems and shell scripting, REST API's
While any InfoSec domain experience is advantageous, we do not require comprehensive knowledge of security vulnerabilities, nor the AppCheck product. However, we are looking for a good base of web application and infrastructure/network knowledge, gained within a technical/application support role. You'll learn specialized knowledge, through on-the-job training, proactive research of internal and external sources, and proactively learning from the team around you. Office Location & Remote Working: This role will be predominantly remote, with at most 4-6 visits to our office in Leeds per year.

AppCheck develops information security software for its end-user clients and reseller network. Our cloud-based service provides clients with vulnerability detection and reporting services for their web applications and hosting infrastructure AppCheck Support is widely regarded as best-in-class for Vulnerability Scanning software. As well as nominated for Best Client Support function and various technical awards, it's one of AppCheck's highest rated features by our customers on G2. Our commitment to quality service is something we provide ourselves on. We provide unparalleled detection across APIs, SPAs, infrastructure & modern web applications, with the ability to identify 100,000+ known security flaws as well as zero-day vulnerabilities through the application of first principles thinking.