Technical Support Engineer
New
S
SocketSoftware Security
United States, US business hoursFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- PythonJavascriptCI/CDRESTful APIsJSONTechnical supportZendeskGitHub Actions
Requirements
- 3+ years in technical support, support engineering, or TAM at a B2B SaaS company, ideally somewhere with API/integration complexity or a developer-facing product.
- Comfortable in a terminal and with code.
- Reading a JSON payload, parsing a stack trace, understanding what a lockfile does, and writing or tweaking a basic Python or JavaScript script.
- A solid grasp of developer workflows (CI/CD, build processes).
- Clear, concise written English.
- A habit of writing things down and documenting solutions.
- Experience with Zendesk or a similar ticketing tool is a plus.
- Exposure to open source ecosystems (npm, PyPI, Maven) or CI tooling like GitHub Actions or CircleCI is a plus.
- Some familiarity with the security or DevSecOps space (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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