Technical Support Engineer
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 2d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 8d ago
The date the source published, not the day we noticed it (2026-09-07). Last seen at its source 1h ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
Poland
The description agrees: it names Poland.
What the ad says
…This role is based in Poland and requires availability during U.S…
Pay not stated
Similar roles pay PLN 319k–368k/yr
Middle 50% of 25 listings that do state pay — Engineering · all levels · Poland · PLN/year. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
ashby employer's own board first seen 8d ago · last seen 1h ago
The listing
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:
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.
Provide initial analysis (meaningful first response) to our customers, within our SLA, via our support ticketing system.
Reproduce customer-reported issues in the customer’s environment, including product integrations.
If a solution cannot be provided, gather all technical details needed for further investigation.
Customer Interaction:
Respond to customer inquiries in a timely and professional manner.
Guide users through step-by-step solutions to resolve issues.
Conduct screen-sharing sessions with customers, when required.
Gather all needed information and escalate unresolved issues to higher-level support or specialized teams when necessary.
Documentation:
Document support requests, resolutions, and customer interactions in the ticketing system.
Create and update knowledge base articles and support documentation for common issues.
Collaboration:
Collaborate with other teams to identify recurring issues and suggest improvements.
Assist with user training sessions on new software or tools as needed.
Continuous Learning:
Gain basic knowledge of all the company’s products and services.
Participate in training and development opportunities to enhance skill sets.
Requirements:
At least 4 years of experience in application support for a SaaS or software product, with hands-on debugging of the product itself (logs, configuration, APIs, integrations). This is a product-facing support role, not IT help desk or desktop support.
Graduate degree - an advantage.
Proven experience working with technical challenges and a dynamic environment.
Experience working on command line (PowerShell or Bash).
Practical experience diagnosing REST API issues using tools such as curl or Postman, including analysis of status codes, headers, and payloads.
Knowledge of programming environments, containerization (Docker), DevOps tools (Maven, Jenkins, CI/CD Servers etc.) – big advantage.
Excellent analytic and problem-solving skills with a strong sense of customer commitment.
Customer-oriented personnel with excellent communication (written and verbal) and interpersonal skills
Our Culture
At Mend.io, we are leading the way in securing AI-powered applications, and we believe the best innovations come from teams where everyone feels valued. We are committed to a workplace built on respect, trust, and growth, where learning and flexibility empower people to do their best work.