Who We Are
Endor Labs is building the Application Security platform for the software development revolution. Modern software is complex and dependency-rich, making it increasingly difficult to pinpoint the risks that truly matter. Endor Labs solves this challenge by building a call graph of your entire software estate—enabling teams to clearly identify, prioritize, and fix critical risks faster.
Trusted by companies that are one or one hundred years old, Endor Labs secures code whether it was written by humans or AI, and whether it's 40-year-old C++ code or cutting-edge Bazel Monorepos. Endor Labs was founded by serial entrepreneurs Varun Badhwar and Dimitri Stiliadis, and is backed by leading VC firms such as Dell Technology Capital, Lightspeed, and Sierra Ventures.
Sound interesting? Let’s talk if you want to be part of the next big leap in security innovation!
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 the ability to synthesize complex inputs from multiple sources and prioritize critical tasks under pressure.
- Outstanding communication skills (written and verbal), with a knack for translating complex technical concepts into clear language for both developers and executive leaders.
- An ownership mindset: proactive, resourceful, and ready to drive customer issues to resolution even when working with incomplete information.
- A passion for Application Security (AppSec), open-source software, and developer workflows.
Nice to Have:
- Hands-on experience with source control management systems (GitHub, GitLab, Bitbucket) and CI/CD pipelines.
- Deep familiarity with