SOCKET

Product Support Manager

SOCKET

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $120,000 - $150,000 per year

Job Level

Mid-LevelSenior

Tech Stack

CloudOpen Source

About the role

  • 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

Requirements

  • You've built and scaled technical support operations at a technology company, preferably in a 0-1 or early-stage environment
  • Experience leading technical support teams and developing support engineers
  • Deep technical expertise in software security, package managers (especially npm), and developer toolchains
  • Proficiency with CI/CD systems, containerization, cloud platforms, and security scanning tools
  • Strong understanding of software supply chain vulnerabilities and open source security challenges
  • Exceptional communication skills - you can explain complex technical concepts clearly to both developers and security teams
  • Customer-obsessed mindset with a track record of turning frustrated users into advocates
  • Not bound to a particular support platform and can learn new technologies on-the-go.
Benefits
  • Offers Equity 📊 Resume Score Upload your resume to see if it passes auto-rejection tools used by recruiters Check Resume Score

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical support operationssoftware securitynpmCI/CDcontainerizationcloud platformssecurity scanning toolssoftware supply chain vulnerabilitiesopen source security
Soft skills
communication skillscustomer-obsessed mindsetmentoringproblem-solving