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Customer Support Associate



Customer Service
India · Remote
Posted on Monday, September 11, 2023

About ArmorCode

ArmorCode is a hyper-growth startup with a line-up of marquee customers that are an envy of even Fortune 500 companies. Our customers range from fast-paced digital native companies to #1 brands across three major global categories. 

ArmorCode provides the industry’s leading AppSecOps platform delivering AppSec at the speed of DevSecOps. Since its founding in 2020 in Palo Alto, California by serial entrepreneurs with a successful track record of starting and growing startups, ArmorCode has won numerous awards including SINET 16, Globee IT & Disruptor Awards, Hot Startup of the Year award, and the TiE50 Award. ArmorCode was spotlighted on the iconic Nasdaq tower and was included in Gartner's AppSec Hype Cycle under Application Security Orchestration and Correlation tool (ASOC) category.

Application security is one of the fastest growing sub-segments within the fast-growing cybersecurity market, and we are a clear market leader in our category because of the platform-based architecture. In a world that is getting digitally transformed, application visibility and application security posture management are foundational and are a perfect launch pad for long-term career success. At ArmorCode you will find passionate problem-solvers who embody our core values: Hunger, Humility, and Humanity.

Our Product

Agile DevOps, Cloud Deployment, Microservices and Open Source have all dramatically accelerated application delivery and complexity. Today’s AppSec teams depend on a collection of point security products and siloed manual processes. This leaves them struggling to gain the visibility, insight, and process scale they need to identify and protect the always changing and growing application risk surface. This resulting AppSec Chaos means applications ship fast without the assurance of shipping securely, leaving the organization at risk of breaches and losses.

The ArmorCode AppSecOps Platform is the solution to this challenge. We provide AppSec teams with the visibility, actionable insight, automation, and integration needed to build, deliver, and scale an effective and efficient AppSec program across the entire organization, as well as the DevSecOps pipeline.

ArmorCode's next-generation AppSecOps is the only platform that consolidates multiple key AppSec needs (Application Security Posture Management, Unified Vulnerability Management, DevSecOps Orchestration, and Continuous Compliance) into a single-pane-of-glass to minimize tooling and alerts while maximizing agility, efficiency, and cost-efficacy. With it, enterprises radically simplify and accelerate their application security while drastically cutting costs. Our platform is loved by global brands & category leaders, backed by leading VC firms, and powered by security experts.

Our Mission

ArmorCode's mission is to help organizations ship software fast and ship it securely, no matter where it is built, how it is built, or who builds it. We invite eager talent ready for this challenge to join our team and power our rocketship.

Job Description

  • Provide exceptional customer support through various communication channels (e.g., email, chat, phone) to address customer inquiries, resolve issues, and ensure customer satisfaction.
  • Identify and troubleshoot technical or product-related problems that customers may encounter. Utilize strong analytical and problem-solving skills to diagnose issues and provide effective solutions.
  • Collaborate with cross-functional teams to escalate complex issues, ensuring prompt and accurate resolution for customers.
  • Assist in customer onboarding processes, offering guidance on product usage, best practices, and training resources. Ensure a smooth and successful onboarding experience for customers.
  • Leverage knowledge and experience with security tools like Software Composition Analysis (SCA), Static Application Security Testing (SAST), Dynamic Application Security Testing (DAST), etc., to provide guidance and support on usage of ArmorCode platform for their AppSec program.
  • Develop and maintain strong relationships with customers, understanding their needs, and driving customer success.
  • Document customer interactions, inquiries, and resolutions accurately and comprehensively in the customer support system.
  • Continuously update product knowledge to stay informed about new features, enhancements, and updates.
  • Contribute to the improvement of support processes and systems, identifying areas for enhancement and suggesting solutions to optimize customer support operations.
  • Handle challenging situations with resilience, remaining calm and professional while working in a fast-paced and dynamic environment.
  • Demonstrate a customer-centric mindset, empathizing with customers and striving to provide exceptional service at all times.

Qualifications and Experience requirements

  • Bachelor's degree in Computer Science, Engineering, or a related field.
  • Strong verbal and written communication skills to effectively interact with customers, understand their needs, and provide timely support.
  • 2-5 years of prior experience in a customer service or support role, preferably in a technical environment.
  • Basic technical knowledge and the ability to troubleshoot software or product-related issues is desirable. Comfortable learning new technologies and tools.
  • Experience working with or exposure to security tools like Software Composition Analysis (SCA), Static Application Security Testing (SAST), Dynamic Application Security Testing (DAST), etc., is a plus.
  • Excellent analytical and problem-solving skills to identify and resolve customer issues promptly.
  • Strong organizational skills with the ability to manage multiple tasks, prioritize work effectively, and meet deadlines.
  • Collaborative mindset and the ability to work well within a team, coordinating efforts to deliver a seamless customer experience. Openness to feedback and willingness to learn and improve.
  • Demonstrated resilience and adaptability in handling challenging situations.
  • Detail-oriented approach to handle customer requests efficiently and accurately.

What We Offer

In addition to a competitive compensation package for this role, candidates will have an opportunity to directly and significantly influence application security space, and diversify skill sets by taking on new and exciting challenges.

  • Competitive salary and bonus
  • Stock options
  • Medical Insurance
  • Work from home Remote flexibility – Based at India

If you want to join a rocket ship that is on a hyper growth trajectory, send a note and your resume to jobs@armorcode.io