Technical Account Manager / Solutions Engineer (Customer Success)

You'll own customer success post-sale, working specifically with large enterprise accounts that have complex technical environments and dependency ecosystems. That means understanding how each customer wants to use Socket, helping them get there, and solving problems when things break.

This is a product-focused, technical role. You'll spend your time learning customer environments, asking the right questions to uncover blockers, and translating product capabilities into solutions. You're also the front line for technical support. We don't have a separate support team. When something doesn't work as expected, you investigate.

AEs own renewals and expansion. You own making the customer successful with the product.

What You'll Do

Account Management

• Own post-sales relationship as the main point of contact and technical advisor
• Strategize with AEs on upsells, renewals, and expansions
• Relationship building and executive alignment with our Champions
• Conducting Quarterly Business Reviews with strategic customers
• Build measurable customer success plans

Onboarding & Implementation

• Lead technical onboarding for new enterprise customers, from initial setup through full integration
• Work with engineering teams to configure Socket across CI/CD systems, build pipelines, IDEs, and internal tooling
• Build repeatable onboarding playbooks, scripts, and automations that reduce time-to-value

Technical Troubleshooting

• Investigate and resolve integration, configuration, and compatibility issues
• Respond to customer issues in dedicated Slack channels
• Use logs and telemetry to identify root causes and document fixes
• Escalate to Engineering when needed and follow through to resolution

Product Enablement

• Run discovery conversations to understand customer goals and use cases
• Translate complex product capabilities into practical, developer-friendly guidance
• Conduct architecture reviews and security posture assessments
• Deliver workshops, office hours, and deep-dives that drive adoption

Customer Advocacy

• Bring technical feedback and field intelligence back to Product and Engineering
• Surface patterns that inform roadmap priorities
• Contribute documentation and internal tooling to scale the Technical Success practice

What You'll Bring

• 4+ years in a technical customer-facing role (Solutions Engineer, Technical Account Manager, Support Engineer, or similar)
• 2+ years of experience being the dedicated point of contact for customers with an emphasis on quarterly health checks and success
• Background in Socket's key product areas: Application Security, DevSecOps, package managers, or open-source ecosystems OR Linux systems administration, networking, firewalls, and Docker
• Experience with developer tooling and CI/CD platforms (GitHub Actions, Jenkins, CircleCI, etc.)
• Ability to read and reason about code (JavaScript, Python, TypeScript)
• Familiarity with APIs, webhooks, and SaaS integration patterns
• Comfort troubleshooting in production environments alongside engineering teams
• Clear written and verbal communication with developers, security practitioners, and executives
• Willingness to travel for customer and company meetings as needed

Nice to Have

• Experience managing large enterprise accounts with complex technical environments and dependency ecosystems
• Experience with SCA, dependency management, or security scanning tools
• Contributions to open-source projects

Tools You'll Use

Slack, GitHub, Zendesk, Vitally, HubSpot, Grafana