Who we are, and what we offer:

Swimlane is redefining security operations with Agentic AI automation that empowers organizations to work smarter, respond faster, and stay ahead of threats. Our low-code platform combines automation, orchestration, and intelligent reasoning to unlock true operational autonomy across the modern SOC.

At Swimlane, we put people first. We foster a culture of innovation, trust, and continuous improvement—where your ideas matter and your work drives meaningful change. Join us and help build the next era of Agentic AI-powered security operations.

About the role

Are you technically savvy, have a great personality, enjoy coding, and value teaching others “how to fish”? If so, Swimlane is seeking a Technical Support Engineer to provide enterprise-level support to our customers and partners. This is a dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, integrate with engineering on various product issues, implement bug fixes, and contribute to projects related to customer tools, knowledge management, and expanding use cases for the Swimlane platform.

Key Responsibilities:

• Be a player-coach to lead and mentor a team of smart and intuitive technical support engineers
• Work directly with customers and partners to provide enterprise-level customer support
• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
• Develop or expand tools to help troubleshoot issues that help improve customer experience
• Implement bug fixes that significantly impact customers and/or the Support Team, while incorporating Engineering's development process (e.g., unit tests, pull requests, code reviews, QA, etc.).
• Reproduce customer issues and, if necessary, file bug reports, escalate cases to Engineering, and provide any necessary documentation
• Gain a deep understanding of the Swimlane product
• Conduct periodic on-call duties

What you'll do

• Be a player-coach to lead and mentor a team of smart and intuitive technical support engineers
• Work directly with customers and partners to provide enterprise-level customer support
• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
• Develop or expand tools to help troubleshoot issues that help improve customer experience
• Implement bug fixes that significantly impact customers and/or the Support Team, while incorporating Engineering's development process (e.g., unit tests, pull requests, code reviews, QA, etc.).
• Reproduce customer issues and, if necessary, file bug reports, escalate cases to Engineering, and provide any necessary documentation
• Gain a deep understanding of the Swimlane product
• Conduct periodic on-call duties

Qualifications

• 3-7 years of experience in a Technical Support, Security Operations, Incident Response, Development, DevOps, or Sales Engineer capacity
• Appropriately handling all customer issues, including troubleshooting and providing feedback to the customer
• Comfortable developing in a programming language of your choice (i.e., C#, Python, Java, Ruby on Rails, etc.)
• Experience working with RESTful APIs
• Comfortable troubleshooting Python and JavaScript
• Comfortable working with the Linux command line
• Use logical approaches to problem-solving and troubleshooting
• Proactive insight and highly organized
• Incredibly sound verbal and written communication skills, and relationship-building capabilities
• Excellent time management skills with the ability to prioritize and organize issues effectively
• Passionate about technology with a strong desire to work in a fast-paced environment
• Works well as part of a team and contributes to continuous improvement

Preferred Skills (nice to have):

• Basic familiarity with Docker and Kubernetes (K8s)
• Basic familiarity with MongoDB, Shell Scripting, and Regex
• Experience with enterprise cybersecurity tools (SIEM, EDR, Threat Intel, Proxy, etc.)

The Perks of being a Swimlaner:

• Competitive Benefits & Compensation
• Stock Options
• Training & Professional Development Opportunities
• MacBook Pro
• Great Company Culture
• We value collaboration and innovation
• Give-back Volunteering Opportunities

Here at Swimlane, our core focus is to Automate the World of Security and we strive to represent our five core values in everything we do:

• Punch above your weight class - We make the most of our circumstances and constantly surprise and impress with our ability to deliver.
• Be a happy innovator - The hard problems are the fun problems to solve, we’re excited to take on difficult challenges and find creative solutions.
• Always be leveling up - We are continuously improving, embracing change, and consuming information to better ourselves and each other.
• Move at the speed of WOW - We work with an extreme sense of urgency, but we never compromise quality.
• Have honesty and integrity in ‘all the things’ - We make decisions with the best of intentions, doing what is right for as many stakeholders as possible.

What’s the best thing about working at Swimlane? If you ask the team, they'll tell you it's the people. Swimlaners are innovative, collaborative and driven by the purpose of revolutionizing the way security teams automate and respond to alerts. Headquartered in beautiful Denver, Colorado, Swimlane's staff spans 28 states and 23 countries!

To complete your application, please submit your resume to https://ats.rippling.com/swimlane