Technical Support Engineer
New
S
SocketSoftware security
United States (Remote), 8am to 5pm within your time zone in the United States, with some overlap with other global time zones.Full-TimeMiddle
Salary$100K - $130K; $100K – $130K • Offers Equity; Annualized earnings $100K – $130K • Offers Equity
Apply NowOpens the employer's application page
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/CDJSONZendeskGitHub ActionsTechnical 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 have strong Linux system administration and troubleshooting experience.
- Be comfortable in a terminal and with code, including reading JSON payloads, parsing stack traces, and understanding lockfiles.
- Be able to write or modify a basic Python or JavaScript script.
- Understand developer workflows, CI/CD pipelines, build processes, and dependency flagging.
- Write clear, concise English for primarily asynchronous communication.
- Be able to work 8am–5pm within your US time zone, Monday through Friday.
- Be available for rotational on-call support for weekends and holidays.
- Experience with Zendesk or a similar ticketing tool is a plus.
- Familiarity with security or DevSecOps, including SCA tools, CVEs, SBOM, or supply chain risk, is a plus.
- Exposure to open source ecosystems such as npm, PyPI, or Maven, or CI tools such as GitHub Actions or CircleCI, 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 reasoned 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 teams.
- Participate in on-call coverage for regional and company holidays and weekend support rotations.
- Keep the broader team informed with clear, thorough handoffs.
View Full Description & ApplyYou'll be redirected to the employer's site
