Senior Technical Support Engineer

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Act as a technical escalation point for Tier 1 and Tier 2 support inquiries.

• Utilize diagnostic tools along with Snyk's codebase to determine root causes and develop resolution paths.

• Collaborate with Engineering and R&D teams to report, monitor, and accelerate bug-ticket resolutions.

• Provide mentorship to Junior Engineers and the broader Technical Support team.

• Guide customers through the escalation process for both enterprise and self-service users.

• Work in partnership with Product teams and Technical Success Management to address recurring customer issues.

• Assist users via email, chat, and voice communication.

• Maintain clear and timely communication with stakeholders, including senior business leaders.

• Enhance support processes and tools.

• Contribute to defining and achieving KPIs related to support quality, response time, and resolution efficiency.

⛳️ Requirements

• A minimum of 2 to 4 years of experience in a customer-facing technical support position.

• Proven ability to collaborate across internal departments and engage with customers to drive results.

• Proficiency in Node, JavaScript, TypeScript, or Go, or a demonstrated history as a polyglot who quickly learns new languages.

• Comfortable using diagnostic tools and navigating unfamiliar codebases to resolve complex and ambiguous issues.

• A logical and structured approach to problem-solving and prioritization.

• Capability to manage complex information sourced from various channels.

• Strong written and verbal communication skills across all levels of the organization, including senior stakeholders.

• Confident and ownership-oriented mindset.

• Interest in security or open-source software.

• Alignment with Snyk's mission.

• Nice to have: experience with GitHub or other version control systems.

• Nice to have: advanced knowledge of Kubernetes, Golang, Docker, and cloud-native technologies.

• Nice to have: working proficiency with AI-assisted tools, such as Claude or GitHub Copilot.

🏝️ Benefits

• Flexible working hours.

• Work-from-home allowances.

• In-office perks.

• Time off for learning and personal development.

• Generous vacation and wellness leave.

• Country-specific holidays.

• 100% paid parental leave for all caregivers.

• Health benefits.

• Employee assistance programs.

• Annual wellness allowance.

• Country-specific life insurance.

• Disability benefits.

• Retirement/pension plans.

• Mobile phone allowances.

• Education allowances.