Customer Support Engineer
Tier 2 Support Engineer handling escalated technical tickets for a distributed SaaS networking product. Requires 4+ years SaaS support experience and strong networking fundamentals.
Technical Support Engineer, US
Technical Support Engineer providing first-line support for developers and security teams at a B2B SaaS security startup. Troubleshoot integration issues with GitHub, CLI, API, and CI/CD pipelines while building documentation and escalating complex cases to engineering.
San Francisco, CASupport EngineeringRemote3+ YOE
About the role
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
- Keep the broader team in the loop with clear, thorough handoffs
Requirements
- 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; able to read a JSON payload, parse a stack trace, understand what a lockfile does, and write or tweak a basic Python or JavaScript script
- Solid grasp of developer workflows; understand what a CI/CD pipeline does, how build processes work, and what it means when a dependency gets flagged
- Clear, concise written English (most communication is async and in writing)
- Habit of writing things down and documenting solutions
Nice-to-Haves
- Some familiarity with the security or DevSecOps space (SCA tools, CVEs, SBOM, supply chain risk)
- Experience with Zendesk or a similar ticketing tool
- Exposure to open source ecosystems (npm, PyPI, Maven)
- Experience with CI tooling like GitHub Actions or CircleCI
Benefits
- Market competitive salary bands
- Meaningful equity program
- Comprehensive health benefits for you and your family
- Flexible time-off, holidays, and winter shutdown
- Paid parental leave
- Remote-first, with quarterly team off-sites
Skills
ZendeskPythonJavaScriptGithub AppCliAPICI/CDGitHub ActionsCircleCINpmPypiMavenSca ToolsCvesSbom
Similar roles
Support Engineering jobsAI Optimization Specialist, Support
Build and optimize AI-powered chatbot and internal Copilot knowledge for customer support. Own workflows, content curation, performance tracking, and cross-functional alignment to improve resolution rates and customer experience.
Technical Support Engineer
Technical Support Engineer responsible for diagnosing and resolving complex issues for Redis Enterprise customers across cloud and on-prem deployments. Requires 5+ years in enterprise support/SRE roles plus deep Linux, networking, and cloud infrastructure experience.
Security Support Specialist
Provide technical security support and risk assessment for cyber insurance policyholders. Analyze security posture, advise stakeholders, and guide users on security products while contributing to claims feedback and threat outreach.