Vacancy

We make Burp Suite, the world's most widely used software for web security testing. Our cutting-edge software is used by over 80,000 customers in 163 countries to help them secure their web applications, and our educational and research output is used by millions of people globally to learn about web security.

Role details: Technical Product Specialist (Pre and Post-sales Engineer, Technical Account Manager)

The opportunity

You'll work with our technical support team, developing deep product knowledge to help customers deploy and use our products in various environments (cloud, on-premise, CI/CD pipelines). Experience with cloud solutions and an understanding of DevSecOps is ideal. With our growing customer base, you'll quickly become an expert on our products and customers, providing insights that create best practices and enhance our product roadmaps.

This role offers two paths: Technical Product Specialist (TPS) and Technical Account Manager (TAM).

• As a TPS, you'll be the technical bridge between our customers and development teams, ensuring smooth deployment and troubleshooting.
• In addition to core responsibilities, successful TAM candidates will play a critical role in working with our Growth team to maximize product trials and partner with customer-facing teams to drive technical sales.

About you

You are a tech-savvy problem solver with a passion for helping customers successfully deploy and optimize products in various environments. You have a strong foundation in technical support, ideally with experience in cloud solutions and a solid understanding of DevSecOps principles. Your ability to quickly grasp complex technical concepts and communicate them effectively makes you an invaluable partner to both customers and internal teams.

You thrive in a collaborative environment, working closely with developers, product managers, customer success, and sales teams to deliver an outstanding customer experience. Your empathy and willingness to help others drive you to go the extra mile for customers, ensuring they feel supported and empowered. You're also highly adaptable, able to shift between technical and non-technical conversations smoothly, and respond positively to feedback, using it as a tool for continuous improvement.

Additional attributes:

• Customer-centric mindset: You prioritize customer satisfaction and go the extra mile to ensure that customers feel supported and empowered.
• Growth mindset and resourcefulness: You're committed to learning new technologies and tools and continuously developing your skills in a fast-paced environment.
• Strategic thinker: You're comfortable working with sales teams to identify opportunities, maximize product trials, and contribute to technical sales, especially for TAM candidates.

Essential skills

• Technical support and troubleshooting: Proven experience in technical support roles, with a strong ability to diagnose and resolve issues in complex software environments.
• Cloud solutions proficiency: Hands-on experience with major cloud platforms (e.g., AWS, Azure, Google Cloud) and familiarity with deploying applications in cloud environments.
• Understanding of DevSecOps practices: Knowledge of DevSecOps principles, including CI/CD pipelines, automation, and security practices.
• Customer service and communication: Strong verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical stakeholders.
• Collaboration and teamwork: Experience working cross-functionally with development, product, and customer-facing teams to prioritize and address customer needs.
• Analytical and problem-solving skills: Ability to investigate, replicate, and diagnose customer issues effectively, using a logical approach to troubleshoot problems.
• Product knowledge development: Aptitude for quickly learning new products and technologies, with a focus on understanding their application in customer environments.

Desirable skills

• Experience with DevOps Tools: Familiarity with tools such as Jenkins, Docker, and Kubernetes, along with other DevOps technologies commonly used to facilitate continuous integration and continuous deployment (CI/CD) workflows.
• Training and Client Enablement: Experience providing product training and enablement sessions for customers, ideally in a SaaS or B2B environment.
• Networking and Infrastructure Management: Solid understanding of networking principles, including TCP/IP, DNS, load balancing, and firewall configurations. Experience in managing and optimizing cloud-based or on-premises infrastructure environments.
• Systems Performance and Security Management: Ability to manage system performance, monitor server health, and troubleshoot complex networking issues. Knowledge of system hardening practices, including securing access, managing user permissions, and auditing activities in diverse environments.

Key responsibilities

Our technical support team is one of the key liaisons between our software developers, customer success, product management, researchers, and customers. You will be involved in a wide variety of activities, including:

• Getting hands-on with customers to help them deploy our products in various environments (cloud, on-premise, CI/CD pipelines).
• Informing and training clients on the optimal use of products to enhance the customer experience and improve satisfaction.
• Developing a deep understanding of the flexibility and deliverables of our products and services to best cater proposals to meet customer requirements.
• Collaborating with software developers to understand product features and to pass on insights into how our customers use them in the real world.
• Investigating bug reports by attempting to reproduce and diagnose customer issues.
• Liaising with technical product managers to help prioritize software development work, championing the customer's perspective.

Additional responsibilities for TAM Candidates:

• Work closely with our Growth team to ensure potential customers maximize the use of product trials.
• Partner with other customer-facing teams to support and win technical sales.

Why join PortSwigger?

• We are a passionate group of people from a diverse range of background who work together to produce amazing outcomes for our customers and our colleagues.
  • See why our colleagues love coming to work and get a good feel for what we do via our blog, LinkedIn company page and Twitter.
• Our culture is our most important superpower, and our biggest differentiator as an organization.
  • To find out more about the culture at PortSwigger, how we work together as a business and the way we operate on a day-to-day basis, read our Staff Handbook.
• We give everyone the chance to drive their own professional and personal development whilst getting all the support they need from their team leaders and Tribal Elders.

Rewards and benefits

We firmly believe in paying people what they're worth, not just what we can get away with or what they could earn elsewhere. We pay excellent salaries above the normal market level which is always determined based on individual skills and contribution. 95% of our people report themselves as mostly or completely satisfied with their salaries and benefits. In addition to a generous base salary, we offer share options and a comprehensive benefits package.

More information can be found on our rewards page.

Meet the Swiggers

We are a diverse group of people with a wide range of interests and backgrounds. What Swiggers have in common is that they all love their work and are exceptionally good at what they do.