Overview
Technical Support Engineer responsible for resolving developer and security-team issues across Socket's products and improving the support experience through documentation, tooling, and issue analysis.
What you'll do
- Own inbound support tickets from first response through resolution during US business hours.
- Troubleshoot GitHub App, CLI, API, and CI/CD integration issues using logs, webhooks, JSON payloads, and reproductions.
- Escalate engineering issues with reproduction steps, scan output, environment details, and hypotheses.
- Explain package ecosystems, scan results, manifests, lockfiles, and flagged risks to customers.
- Create runbooks, troubleshooting guides, and Zendesk macros.
- Identify recurring issues and share patterns with Customer Engineering and Product teams.
- Participate in regional, holiday, and weekend on-call rotations.
What you'll need
- At least 2 years of experience in technical support, support engineering, or TAM at a B2B SaaS company.
- Experience supporting developer-facing products with API or integration complexity, or strong Linux administration and troubleshooting experience.
- Comfort with terminals, code, JSON payloads, stack traces, lockfiles, and basic Python or JavaScript scripting.
- Understanding of developer workflows, CI/CD pipelines, build processes, and dependency risks.
- Clear, concise written English.
- Ability to work 8am–5pm Monday through Friday within a US time zone.
Nice to have
- Familiarity with security or DevSecOps concepts including SCA, CVEs, SBOMs, and supply-chain risk.
- Experience with Zendesk or a similar ticketing tool.
- Exposure to npm, PyPI, Maven, GitHub Actions, or CircleCI.
Details
- Remote within the United States.
- Some overlap with other global time zones is required.
- Rotational on-call support covers weekends and holidays.
Read the full description and apply on the company’s own careers page.
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