Senior Support Engineer - East Coast

FOSSA

1d•$100,000 - $120,000•Remote

About The Position

Modern software runs on open source — and managing the compliance, security, and regulatory complexity that comes with it is one of the biggest problems facing engineering and legal teams today. FOSSA is the platform they use to address these challenges. We help thousands of organizations automate license compliance, prioritize vulnerabilities, generate and operationalize SBOMs, and meet regulatory requirements. Whether it's scanning AI-generated code for IP risks or helping a company through M&A due diligence, FOSSA gives teams the confidence to ship software they trust. FOSSA is a rapidly growing series-B company with a truly distributed team. While our roots are in San Francisco, our growing team has members in several countries across many time zones. We’re always working to find the perfect balance of effective approaches to distributed work, while maintaining the direct personal connections that help us work better together and love our jobs.

Requirements

2-5 years experience in supporting a SaaS B2B enterprise product
Able to work independently
Able to work flexible hours to accommodate customer needs (occasionally being available early morning or late evenings depending on timezone, FOSSA services a global customer base with most customers located between US EST and US PST)
Strong written communication skills, focused crafting clear, empathetic, and explain technical concepts in simple terms.
Basic programming proficiency in at least one scripting language, proven ability to write and maintain scripts (bash, Python, Perl, etc.)
Personal core values of: biased toward action, solution-oriented, eager to experiment, play to win
Startup mindset - take ownership and do what it takes
Attention to detail - come prepared before engaging with customers, but don’t be afraid to be wrong

Nice To Haves

Experience with DevRev Ticketing System
Hands-on experience with Dev/SecOps tools such as code repositories, CI/CD tools, package managers (e.g. GitHub, Artifactory, Jenkins, Travis, Maven)
Experience working for SCA, Security or AI coding agent companies
AI coding experience, ability to rapidly prototype using AI tooling such as Windsurf, Cursor, Claude Code, etc.
Experience using AI to improve and enhance technical communication skills tailored to specific audiences

Responsibilities

Jointly own the customer new ticket queue (currently ~15 - 30 new tickets per week)
Own a backlog of customer support tickets (currently ~100 per agent), providing frequent updates to customers and negotiating priority with engineering
Think and act “customer-first”, collaborating closely with all key parts of FOSSA
Improve our AI-powered ticket deflection system by updating documentation and feeding back information into the system
Address customer requirements to showcase how the product can meet their needs, and channel product feedback and feature requests to the product management organization
Occasionally attend trade shows, conferences, and meetups, representing FOSSA externally (up to 5%)