Technical Support Engineer

SOCKET

Technical Support Engineer providing technical assistance to developers and security teams on Socket's products. Responsible for troubleshooting, creating documentation, and improving support processes.

Posted 5/16/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

JavaScriptMavenOpen SourcePython

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
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.

Benefits

Comp & perks

Market competitive salary bands
Meaningful equity program
Comprehensive health benefits for you and your family
Flexible time-off, holidays, and winter shutdown to rest & recharge
Paid parental leave
Remote-first, with quarterly team off-sites

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportsupport engineeringAPIintegrationJSONPythonJavaScriptCI/CDSCA toolssupply chain risk

Soft Skills

clear communicationdocumentationproblem-solvingpattern recognitioncollaborationattention to detailindependenceanalytical thinkingcustomer focuswriting skills