Technical Support Engineer at Socket

Socket helps developers and security teams ship faster by automating security tasks. We're looking for a Technical Support Engineer to join our team in the United States. You'll be the primary point of contact for developers and security teams across Zendesk, Slack, and Discord, resolving issues independently and building resources to reduce repeat questions.

Key Responsibilities:

• Own inbound support tickets from first response through resolution, meeting SLA targets independently during US business hours.
• Troubleshoot integration issues across Socket’s GitHub App, CLI, API, and CI/CD pipeline checks, including reading logs, tracing webhook failures, and inspecting JSON payloads.
• Collaborate with Engineering by providing detailed repro steps, scan outputs, environment details, and hypotheses for escalated issues.
• Explain scan results, manifest files, lockfile behaviors, and flagged risks to both developers and security stakeholders.
• Build support resources like runbooks, troubleshooting guides, and Zendesk macros for common issues.
• Identify patterns in tickets and escalate recurring issues or undocumented edge cases to Customer Engineering and Product teams.
• Participate in on-call duties for urgent tickets during regional holidays, company holidays, and weekend rotations.
• Ensure clear, thorough handoffs to the broader team.

Requirements:

• 2+ years in technical support, support engineering, or TAM at a B2B SaaS company.
• Experience supporting developer-facing products with API/integration complexity or strong Linux system administration and troubleshooting skills.
• Comfortable with terminal and code—able to read JSON payloads, parse stack traces, understand lockfiles, and write/debug basic Python or JavaScript scripts.
• Solid grasp of developer workflows, including CI/CD pipelines, build processes, and dependency flagging.
• Some familiarity with security or DevSecOps (e.g., SCA tools, CVEs, SBOM, supply chain risk) is a plus.
• Clear, concise written communication skills (most interactions are async and written).
• Habit of documenting solutions to avoid redundant work.
• Experience with Zendesk or similar ticketing tools, and exposure to open-source ecosystems (npm, PyPI, Maven) or CI tooling (GitHub Actions, CircleCI) is a plus.
• Availability for 8am–5pm US time, Monday–Friday, plus rotational on-call support for weekends/holidays.