# Technical Support Engineer, US
**Company:** [Socket](https://hotfix.jobs/companies/socket)
**Location:** Remote
**Experience:** 3+ years
**Skills:** Zendesk, Python, JavaScript, Github App, Cli, API, CI/CD, GitHub Actions, CircleCI, Npm, Pypi, Maven, Sca Tools, Cves, Sbom
**Posted:** 2026-05-15
> 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.
## Job Description
## 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
**Apply:** https://hotfix.jobs/jobs/technical-support-engineer-us-at-socket-93d27045-5a4c-4881-b59c-25c95990c73b
**Canonical:** https://hotfix.jobs/jobs/technical-support-engineer-us-at-socket-93d27045-5a4c-4881-b59c-25c95990c73b