Technical Support Engineer

Socket helps developers and security teams ship faster by reducing security busywork in open source code management. The Technical Support Engineer will independently resolve developer and security customer issues, troubleshoot integrations, create support documentation and tools, and identify recurring problems that inform product improvements.

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
• Participate in on-call duties to cover urgent tickets for regional holidays, Socket company holidays, and a global rotation for weekend support
• Keep the broader team in the loop with clear, thorough handoffs

Requirements:

• 2+ years in technical support, support engineering, or TAM at a B2B SaaS company
• Supported developer-facing products with API/integration complexity, or have strong linux system administration and troubleshooting experience
• 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 should all feel familiar
• A solid grasp of developer workflows. You know what a CI/CD pipeline does, how build processes work, and what it means when a dependency gets flagged
• Clear, concise written English
• A habit of writing things down. When you solve something, your instinct is to document it so the next person does not have to start from scratch
• Some familiarity with the security or DevSecOps space is a plus. SCA tools, CVEs, SBOM, supply chain risk. You do not need to be a security researcher, but caring about the problem goes a long way
• 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