Senior Technical Support Engineer
KasadaPosted 4/1/2025
Senior Technical Support Engineer
Kasada
Job Location
Job Summary
Kasada protects millions of online users from bad bots, which can cause billions of dollars in damages every year. As a Senior Technical Support Engineer, you will provide high-quality technical support and troubleshoot complex issues related to networking, web applications, mobile SDKs, APIs, and cloud-based architectures. You will work closely with cross-functional teams to drive customer success initiatives and contribute to knowledge base articles, documentation, and internal support tools. Kasada offers flexible working hours, generous parental leave allowances, resources for well-being, and an action-packed calendar of fun in-person and virtual events. The company is committed to building an inclusive environment where you can realize your full potential.
Job Description
About Kasada
Join us in stopping bad bots, for good! Kasada protects millions of online users everyday. Founded to stop automated bot attacks, we believe the internet should be a safe place for everyone. Bad bots are highly destructive. They take over accounts, steal content, overload systems and infrastructure and cause billions of dollars in damages every year. Seeking to restore trust in the internet, Kasada stops bots at the very first request including those that have never been seen before.
We’ve grown from a few friends working out of a shipping container under the Sydney Harbour Bridge to now operating globally, we’re spread across the world protecting some of the most well-known brands on the face of the earth.
We’re an innately curious team that’s not afraid to bring bold ideas to create better ways of solving problems. We’re looking for people who are passionate about solving some of the most difficult and pressing cybersecurity issues, while having fun doing it!
We are looking for a Senior Technical Support Engineer who thrives in a problem-solving environment, communicates effectively, and can confidently navigate complex technical issues. This role is critical to ensuring our customers' success by delivering high-quality support and technical guidance. You will be the bridge between our customers and internal teams, providing insight into technical challenges while ensuring a seamless support experience.
Key Responsibilities:
- Provide high-quality technical support through multiple channels, ensuring an excellent customer experience.
- Troubleshoot complex issues related to networking, web applications/mobile SDK, APIs, and cloud-based architectures.
- Diagnose problems by analyzing logs, network requests, and error messages to identify root causes.
- Clearly document findings, solutions, and workarounds for both customers and internal teams.
- Work closely with Product and Engineering teams to provide customer feedback and influence product improvements.
- Contribute to knowledge base articles, documentation, and internal support tools to enhance self-service capabilities.
- Collaborate with cross-functional teams (Customer Success, Sales, Engineers and Product) to drive customer success initiatives.
- Identify common issues and develop proactive strategies for resolution.
Required Skills & Experience:
- Qualifications
- 5+ years experience in a highly technical support role, preferably in a software environment with Javascript troubleshooting experience
- A Bachelor's Degree or higher in Computer Science, or equivalent demonstrated experience.
- Communication & Problem-Solving
- Strong ability to communicate clearly, concisely, and professionally in written and verbal form.
- Ability to outline technical reasoning effectively when explaining solutions.
- Capable of staying focused under pressure while working with customers to resolve time-sensitive issues efficiently.
- Ability to ask the right questions to gather information quickly and efficiently.
- Technical Expertise
- Web and Networking Fundamentals:
- Strong understanding of HTTP, request/response.
- Ability to differentiate between client-side vs. server-side issues using tools like browser developer tools, curl, and Postman.
- Cloud & Proxy Infrastructure:
- Familiarity with CDNs, Reverse Proxies, Firewalls,and how network flows impact security and application behavior.
- Ability to diagnose issues with load balancers, API gateways, and cloud networking.
- Troubleshooting & Debugging:
- Demonstrated expertise in rapidly diagnosing errors and identifying their source within a distributed system.
- Excellent troubleshooting skills to efficiently resolve issues without unnecessary deep dives.
- Experience analyzing logs, network traces, and debugging web/mobile app issues.
- Code Analysis:
- Experience reading and writing code in JavaScript and at least one other typed language
- Understanding of basic software architecture principles, including best practices and trade-offs.
- Familiarity with Git and version control workflows.
- Mobile App Awareness (Bonus):
- Awareness of different mobile application types (native, hybrid, WebView) and how they handle network requests.
- Basic understanding of mobile debugging tools (e.g., Charles Proxy, Wireshark, or browser developer tools for mobile debugging).
#LI-Remote
The Benefits of being a Kasadian
We want to ensure Kasada remains a great place to work and a place to do great work. It's important to us to build an inclusive environment where you can realize your full potential. We are a highly collaborative team regardless of location, placing a strong emphasis on our core values; and we have designed our benefits package so you can thrive, both inside and outside of work:
- A stake in Kasada’s global success with equity/stock options
- Flexible working hours and arrangements - Create a schedule that suits you
- Support for growing families - Generous parental leave allowances and resources to help in the lead up, during and after parental leave.
- Resources for well-being to support your growth including our EAP - confidential counselling for you and your loved ones
- Birthday leave
- Wellness leave
- An action packed calendar of fun in-person and virtual events
Sound interesting? What’s next?
Hit the apply button and one of our team will set up an exploratory, confidential discussion. We have designed our hiring process to be streamlined and thorough so everyone can make the right call on whether it is the right move for you. We are an inclusive team and this extends to all candidates that interview with us. Interviews are conducted virtually however if you want to come onsite - just ask! When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process, we want to ensure you are set up for success in every conversation.
Still with us? Just a little bit more…
Research shows that women and other marginalized individuals tend to only apply when they check every box. We’re always keen to broaden our perspective, so if you think you have what it takes, but don't necessarily meet every single point above, please still get in touch, we'd love to have a chat and see if you could be a great addition to the team!
Please note: Kasada is an e-verify employer (US based applicants only)
