- Own inbound support tickets during EMEA hours from first response through resolution, meeting SLA targets independently
- Dig into integration issues across Socket's GitHub App, CLI, API, and CI/CD pipeline checks by reading logs, tracing webhook failures, inspecting JSON payloads, and reproducing edge cases
- When something needs to go to Engineering, send it with everything they need: repro steps, scan output, environment details, and your best hypothesis
- Understand package ecosystems well enough to explain scan results, manifest files, lockfile behaviors, and flagged risks to both developers and security stakeholders
- Build out support resources including runbooks, troubleshooting guides, and Zendesk macros for common issues
- Spot patterns in tickets and bring recurring issues and undocumented edge cases back to the Customer Engineering and Product teams
- Keep the broader team in the loop with clear, thorough handoffs
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