Technical Support Engineer
Socket · Remote · United States ·
COMPENSATION
$100k – $130k
Listed on the employer's job board (Ashby)
- Fully remote (US only)
- MT/PT business hours
- B2B SaaS support
- Equity + health benefits
- Rotational on-call
You will serve as the primary point of contact for customers using Socket’s security platform, resolving issues via Zendesk, Slack, and Discord. The position involves deep technical troubleshooting of integrations, creating support resources, and collaborating with engineering to improve product reliability.
What you'll do
- Manage inbound tickets from initial response to resolution within SLA targets
- Troubleshoot integration issues involving GitHub App, CLI, API, and CI/CD pipelines
- Analyze logs, webhook failures, and JSON payloads to reproduce edge cases
- Escalate complex bugs to Engineering with detailed reproduction steps and hypotheses
- Explain scan results, manifest files, and dependency risks to technical stakeholders
- Create runbooks, troubleshooting guides, and macros to reduce repeat inquiries
- Identify recurring ticket patterns and share insights with Product and Engineering teams
- Participate in rotational on-call duties for weekends and holidays
What you'll need
- Two or more years in technical support, support engineering, or TAM at a B2B SaaS firm
- Experience supporting developer-facing products with API or integration complexity
- Strong Linux system administration and troubleshooting skills
- Comfortable using terminal, reading JSON, parsing stack traces, and understanding lockfiles
- Ability to write or modify basic Python or JavaScript scripts
- Solid understanding of CI/CD pipelines, build processes, and dependency management
- Clear and concise written English communication skills for async workflows
- Habit of documenting solutions to prevent future repetitive work
- Available Monday to Friday, 8 AM to 5 PM Mountain or Pacific Time
Nice to have
- Familiarity with security concepts like SCA tools, CVEs, SBOM, or supply chain risk
- Experience with Zendesk or similar ticketing platforms
- Exposure to open source ecosystems such as npm, PyPI, or Maven
- Knowledge of CI tooling like GitHub Actions or CircleCI
Stack
- Zendesk
- GitHub
- Python
- JavaScript
- Linux
- JSON
- CLI
How you'll work
- Fully remote within the United States
- Core hours: 8 AM to 5 PM Mountain or Pacific Time
- Rotational on-call support for weekends and holidays required
- Some overlap with global teams expected
What you get
- Market competitive salary bands
- Meaningful equity program
- Comprehensive health benefits with 99% coverage for family
- Flexible time-off, holidays, and winter shutdown
- Paid parental leave
- Quarterly team off-sites
Hiring process
- Informational chat with Talent Team
- Virtual face-to-face with Hiring Manager
- Technical interviews
- Presentation phase
- Final call with Founder
- Reference checks
- Decision and offer