Technical Support Engineer
New
US, US business hoursFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- PythonJavascriptCI/CDRESTful APIsJSONTechnical supportSaaSZendeskGitHub
Requirements
- 3+ years in technical support, support engineering, or TAM at a B2B SaaS company.
- Comfortable in a terminal and with code.
- Ability to read JSON payloads, parse stack traces, and write or tweak basic Python or JavaScript.
- Solid grasp of developer workflows, CI/CD pipelines, and build processes.
- Clear, concise written English.
- Strong documentation habit.
- Experience with Zendesk or similar ticketing tools is a plus.
- Exposure to open source ecosystems (npm, PyPI, Maven) or CI tooling (GitHub Actions, CircleCI) is a plus.
- Familiarity with security/DevSecOps (SCA, CVEs, SBOM) is a plus.
Responsibilities
- Own inbound support tickets during US business 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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