Technical Support Engineer

Socket•,

2d•Remote

About The Position

We're looking for a Technical Support Engineer to join as Socket's first dedicated support hire in the US. You'll be the go-to person for developers and security teams across Zendesk, Slack, and Discord, working to resolve the majority of issues independently. Day to day, that looks like troubleshooting technical issues, guiding customers through Socket's products, and building out the docs and resources that reduce repeat questions. You'll jump on video calls with enterprise customers when needed and flag patterns that shape our product roadmap. The runbooks you write, the macros you build, and the patterns you spot will shape how Socket scales support going forward.

Requirements

3+ years in technical support, support engineering, or TAM at a B2B SaaS company, ideally somewhere with API/integration complexity or a developer-facing product
Comfortable in a terminal and with code. Reading a JSON payload, parsing a stack trace, understanding what a lockfile does, and writing or tweaking a basic Python or JavaScript script should all feel familiar.
A solid grasp of developer workflows. You know what a CI/CD pipeline does, how build processes work, and what it means when a dependency gets flagged.
Clear, concise written English. Most communication here happens async and in writing, so getting your point across cleanly matters.
A habit of writing things down. When you solve something, your instinct is to document it so the next person does not have to start from scratch.

Nice To Haves

Some familiarity with the security or DevSecOps space is a plus. SCA tools, CVEs, SBOM, supply chain risk. You do not need to be a security researcher, but caring about the problem goes a long way.
Experience with Zendesk or a similar ticketing tool is a plus, as is exposure to open source ecosystems (npm, PyPI, Maven) or CI tooling like GitHub Actions or CircleCI.

Responsibilities

Own inbound support tickets during US business hours from first response through resolution, meeting SLA targets independently
Dig into integration issues across Socket's GitHub App, CLI, API, and CI/CD pipeline checks by reading logs, tracing webhook failures, inspecting JSON payloads, and reproducing edge cases
When something needs to go to Engineering, send it with everything they need: repro steps, scan output, environment details, and your best hypothesis
Understand package ecosystems well enough to explain scan results, manifest files, lockfile behaviors, and flagged risks to both developers and security stakeholders
Build out support resources including runbooks, troubleshooting guides, and Zendesk macros for common issues
Spot patterns in tickets and bring recurring issues and undocumented edge cases back to the Customer Engineering and Product teams
Keep the broader team in the loop with clear, thorough handoffs