SOCKET

Manager

• Own and build the entire customer support experience end-to-end, from initial ticket to resolution
• Establish support processes, SLAs, and tooling that deliver world-class customer experiences
• Master Socket's security platform and become the technical authority on supply chain security issues
• Handle complex escalations involving npm packages, CI/CD integrations, and vulnerability management
• Partner with engineering to identify product improvements and prioritize roadmap items based on customer feedback
• Build comprehensive documentation, runbooks, and self-service resources
• As we scale, recruit, hire, and mentor additional support engineers
• Define and track support metrics, identifying trends and implementing continuous improvements

Product Support Manager

Affiliate Manager

• Own full-cycle recruiting across Engineering, Sales, and other functions
• Source, screen, and close top-tier engineering and sales talent
• Build trust and strong relationships with hiring teams and act as their primary talent partner
• Proactively track and manage pipeline health and use data to spot problems early
• Run and maintain high-quality hiring experiences and processes
• Seek to understand trends and benchmarks to shape talent strategy
• Advocate for mutual fit and make hiring recommendations
• Act as a utility player across engineering, sales, and business roles, bringing people and processes to the table

Talent Partner

Software Engineer

• Master Socket's Certified Packages workflows, tools, and patching processes
• Lead patching efforts for high-impact vulnerabilities across npm packages
• Scale patch production to dozens or hundreds of patches per week
• Help select and prioritize high-value patches for free community release
• Provide technical input on patch prioritization based on ecosystem and customer impact
• Build and improve automated patching infrastructure and tooling
• Design and implement scalable patch generation and delivery systems
• Develop automated vulnerability detection and patch creation workflows
• Build APIs and integrations to deliver certified packages
• Create tooling for patch quality assurance and testing
• Work with security researchers to understand and patch critical vulnerabilities
• Help shape the technical roadmap for Certified Packages expansion beyond JavaScript

Product Support Manager

Talent Partner

Engineer, Certified Packages