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 be responsible for providing comprehensive support to our customers, collaborating with software engineers and product management to diagnose and resolve complex issues. Additionally, you will play a key role in mentoring and training new team members, as well as addressing performance and scalability concerns. This is an opportunity to contribute to our mission of making the world a more secure place by empowering developers to develop fast and stay secure.

• 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
• 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