Technical Support Engineer
New
S
SocketOpen-source security
Socket's dedicated support hire in the United States, 8am to 5pm within your time zone in the United States, with some overlap with other global time zones.Full-TimeJunior
Salary100,000 - 130,000 USD per year
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Job Details
- Languages
- Clear, concise written English.
- Experience
- 2+ years in technical support, support engineering, or TAM at a B2B SaaS company
- Required Skills
- PythonJavascriptCI/CDJSONZendeskTechnical support
Requirements
- Have 2+ years of experience in technical support, support engineering, or TAM at a B2B SaaS company.
- Have supported developer-facing products with API or integration complexity, or bring strong Linux system administration and troubleshooting experience.
- Be comfortable using a terminal and working with code.
- Be familiar with reading JSON payloads, parsing stack traces, understanding lockfiles, and writing or modifying basic Python or JavaScript scripts.
- Understand developer workflows, including CI/CD pipelines, build processes, and dependency risk flags.
- Write clearly and concisely in English.
- Be able to work 8am–5pm within your US time zone, Monday through Friday, and participate in rotational weekend and holiday on-call support.
- Experience with Zendesk or a similar ticketing tool is a plus.
- Exposure to open-source ecosystems such as npm, PyPI, or Maven, or CI tooling such as GitHub Actions or CircleCI, is a plus.
- Familiarity with security or DevSecOps topics such as SCA tools, CVEs, SBOM, or supply-chain risk is a plus.
Responsibilities
- Own inbound support tickets during US business hours from first response through resolution, meeting SLA targets independently.
- Troubleshoot 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.
- Send Engineering escalations with reproduction steps, scan output, environment details, and a hypothesis.
- Explain scan results, manifest files, lockfile behaviors, and flagged risks to developers and security stakeholders.
- Build runbooks, troubleshooting guides, and Zendesk macros for common issues.
- Identify recurring ticket patterns and undocumented edge cases and share them with Customer Engineering and Product.
- Participate in on-call duties for regional and company holidays and weekend support rotation.
- Provide clear, thorough handoffs to the broader team.
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