Technical Support Engineer

New

SocketSecurity, SaaS

Poland, 8am to 5pm CET/EET, overlap with US time zonesFull-TimeMiddle

Salary not disclosed

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Job Details

2+ years in technical support, support engineering, or TAM at a B2B SaaS company
Experience with API/integration complexity or a developer-facing product
Comfortable in a terminal and with code (reading JSON, parsing stack traces, understanding lockfiles, writing basic Python or JavaScript)
Solid grasp of developer workflows (CI/CD pipeline, build processes, dependency flagging)
Familiarity with security or DevSecOps space (SCA tools, CVEs, SBOM, supply chain risk)
Clear, concise written English
Habit of writing things down/documenting solutions
Experience with Zendesk or similar ticketing tool (plus)
Exposure to open source ecosystems (npm, PyPI, Maven) (plus)
Exposure to CI tooling like GitHub Actions or CircleCI (plus)

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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