Technical Support Engineer

About the Role

We're looking for a Technical Support Engineer to join as Socket's dedicated support hire in the United States. 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.

This role works 8am to 5pm within your time zone in the United States, with some overlap with other global time zones.

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.

• Participate in on-call duties to cover urgent tickets for regional holidays, Socket company holidays, and a global rotation for weekend support.

• Keep the broader team in the loop with clear, thorough handoffs.

What We're Looking For

• 2+ years in technical support, support engineering, or TAM at a B2B SaaS company,

• Supported developer-facing products with API/integration complexity, or have strong linux system administration and troubleshooting experience.

• 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.

• 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.

• 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.

• 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.

• Ability to work 8am - 5pm within your time zone in the United States, Monday through Friday; plus availability for rotational on-call support for weekend/holiday rotation.

Our Interview Process

1. Informational with a member from our Talent Team

2. Virtual f2f with the Hiring Manager

3. Technical Interviews

4. Presentation phase

5. Final call with our Founder

6. References

7. Decision/Offer

• Market competitive salary bands

• Meaningful equity program

• Paid parental leave

• Remote-first, with quarterly team off-sites

At Socket, we

1. Pursue Excellence: We set ourselves apart by consistently delivering work of exceptional quality and distinction.