Lead Technical Support Engineer

We are seeking an experienced technical analyst to join our Technical Support team at Snyk. As a Lead Technical Support Engineer, you will play a crucial role in providing prompt and excellent technical support to our customers. Your responsibilities will include diagnosing and resolving complex issues, collaborating with software engineers and product management, and making code changes to validate fixes. Additionally, you will have the opportunity to contribute to workflow efficiency and performance through automation and mentor and train new team members. This role also involves addressing performance and scalability concerns and participating in the on-call rotation.

Diagnosing and resolving intricate issues in collaboration with software engineers and product management

Making small code changes and test cases to validate fixes to customer issues

Building automation to bolster workflow efficiency and performance

Offering guidance, mentorship, and training to new team members as well as fostering the skill development of senior engineers

Investigating and addressing performance and scalability concerns across our services as we grow

Participating in our on-call rotation (compensated)

• Experience with Node/Javascript/Typescript or Go, or are a polyglot with experience learning a new language
• Collaboration skills for paired programming and code reviews, and enjoyment in working with others
• Experience as a Technical Support Engineer with a minimum of 3+ years as a more senior support engineer
• The ability to talk about potentially complex technical concepts in ways that make it easy for others to understand
• A demonstrated ability to work and communicate across multiple internal departments & customers to achieve objectives
• A fast-paced approach, fitting a start-up environment
• Comfort working with uncertainties and unknowns
• Have a demonstrable track record of project leadership and mentorship of engineers
• Have production-grade experience with Kubernetes
• Are familiar with distributed system architecture

• Flexible working hours
• Work-from-home allowances
• In-office perks
• Time off for learning and self-development
• Generous vacation and wellness time off
• Country-specific holidays
• 100% paid parental leave for all caregivers
• Health benefits
• Employee assistance plans
• Annual wellness allowance
• Country-specific life insurance
• Disability benefits
• Retirement/pension programs
• Mobile phone allowance
• Education allowance