Technical Support Engineer

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

📋 Description

• Manage inbound support tickets during EMEA hours from initial response to resolution, independently achieving SLA targets.

• Investigate integration issues across Socket's GitHub App, CLI, API, and CI/CD pipeline checks by analyzing logs, tracing webhook failures, inspecting JSON payloads, and replicating edge cases.

• When escalation to Engineering is required, provide comprehensive information including reproduction steps, scan outputs, environment specifics, and your best hypothesis.

• Possess a solid understanding of package ecosystems to effectively communicate scan results, manifest files, lockfile behaviors, and identified risks to both developers and security stakeholders.

• Develop support resources such as runbooks, troubleshooting guides, and Zendesk macros for frequently encountered issues.

• Identify recurring patterns in tickets and report ongoing issues and undocumented edge cases to the Customer Engineering and Product teams.

• Ensure the broader team remains informed with clear and thorough handoffs.

⛳️ Requirements

• Minimum of 2 years of experience in technical support, support engineering, or Technical Account Management (TAM) within a B2B SaaS company, preferably one with API/integration complexity or a developer-focused product.

• Proficient in using a terminal and working with code. Familiarity with reading a JSON payload, parsing a stack trace, understanding lockfile functionality, and writing or modifying basic Python or JavaScript scripts should be comfortable.

• A thorough understanding of developer workflows, including knowledge of CI/CD pipelines, build processes, and implications of flagged dependencies.

• Some exposure to the security or DevSecOps domain is advantageous. Familiarity with SCA tools, CVEs, SBOM, and supply chain risk is beneficial. While not required to be a security researcher, a genuine concern for these issues is important.

• Proficient in clear and concise written English. Given that most communication occurs asynchronously and in writing, articulating your points effectively is essential.

• A tendency to document solutions. When resolving issues, your instinct is to record them, ensuring that future team members do not have to start from scratch.

• Experience with Zendesk or a similar ticketing system is a bonus, as well as familiarity with open source ecosystems (npm, PyPI, Maven) or CI tools like GitHub Actions or CircleCI.

🏝️ Benefits

• Competitive market salary bands.

• Significant equity program.

• Comprehensive health benefits for you and your family.

• Flexible time off, holidays, and a winter shutdown period for rest and recharge.

• Paid parental leave.

• Remote-first work environment, with quarterly team off-site gatherings.