Senior Technical Support Engineer

Snyk•Boston, MA

About The Position

Snyk is looking for a Senior Technical Support Engineer to serve as a technical escalation point for our Technical Support team, resolving the most complex issues our customers encounter while mentoring the wider team. You'll work directly alongside Engineering and R&D to diagnose root causes, drive resolutions, and help shape what best in class technical support looks like as we scale. This is a high visibility role supporting developers and security teams who rely on Snyk to build fast and stay secure. You'll join Snyk's Technical Support team, part of our Customer Success organization, as the primary technical point of contact for active and prospective Snyk customers across email, chat, and voice. The team partners closely with Product and R&D to resolve issues quickly and represents the voice of the customer in product prioritization discussions.

Requirements

At least 2 to 4 years of experience in a customer-facing technical support role, with a demonstrated ability to work across internal departments and with customers to achieve outcomes.
Experience with Node, JavaScript, TypeScript, or Go, or a track record as a polyglot who picks up new languages quickly.
Comfort diving into diagnostic tools and unfamiliar codebases to troubleshoot complex, ambiguous issues.
A logical, structured approach to problem solving and prioritization, with the ability to manage complex information from multiple sources.
Clear written and verbal communication skills at all levels of the business, including senior stakeholders.
A confident, ownership-driven approach: when a customer needs you, you're ready to act, even with limited information.
Interest in security or open source software, and alignment with Snyk's mission.

Nice To Haves

experience with GitHub or other source control tools
advanced knowledge of Kubernetes
Golang, Docker, and cloud-native experience
working fluency with AI-assisted tools, such as Claude or GitHub Copilot, to accelerate diagnosis and troubleshooting.

Responsibilities

Serve as a technical escalation point for Tier 1 and Tier 2 support issues, diving into diagnostic tools and Snyk's codebase to identify root cause and a clear path to resolution.
Coordinate with Engineering and R&D teams to file, track, and expedite resolution of bug tickets for our most challenging customer issues.
Be a role model and mentor to Junior Engineers and the wider Technical Support team, helping raise the team's technical depth over time.
Manage customers through the escalation process, balancing the needs of enterprise accounts with those of self-service users.
Partner with Product teams and Technical Success Management to develop and drive solutions to recurring customer problems.
Support users directly through email, chat, and voice, delivering clear and timely communication at every level of the business, including senior stakeholders.
Improve support processes and tooling as the team grows, helping maintain prompt, high quality service.
Help define and meet KPI targets for support quality, response time, and resolution speed.