App Assure Security Engineer – Support Escalation Engineer

About the role

The App Assure Security Engineer joins the Customer Service and Support team to provide expert technical assistance for the App Assure Program. You will act as a primary point of contact for customers, handling escalations via phone, email, or web and ensuring a seamless support experience.

Key responsibilities

• Own the end‑to‑end resolution of security‑related customer issues, from identification to full closure.
• Gather relevant facts, conduct independent research, and involve subject‑matter experts or engineering teams as needed.
• Collaborate with global peers, management, and product groups to resolve complex service problems.
• Advocate for customers internally, providing clear communication and proactive guidance.
• Create self‑help assets and contribute to product quality improvements.

Required profile

• Strong passion for solving complex technical problems and delivering exceptional customer experiences.
• Customer‑obsessed mindset with a focus on making interactions easy, insightful, and trusted.
• Growth‑oriented attitude, eager to learn, share knowledge, and mentor others.
• Ability to work in a culturally diverse, distributed team and communicate effectively in English.

Required skills

What we offer

• Opportunity to become a subject‑matter expert in security and App Assure technologies.
• Mentorship and guidance from experienced colleagues.
• Collaborative environment that values diversity, inclusion, and continuous improvement.