← All roles

Technical Support Engineer

Socket· Go-to-Market
Apply on company site
Remote$100k - $130kFull-timePosted 5mo ago

About the role

Technical Support Engineer role focused on serving developers and security teams, troubleshooting issues across Socket’s products, building runbooks and docs, and contributing to product feedback while supporting enterprise customers.

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.
  • Participate in on-call duties to cover urgent tickets for regional holidays, Socket company holidays, and a global rotation for weekend support.
  • Keep the broader team in the loop with clear, thorough handoffs.

Qualifications

  • 2+ years in technical support, support engineering, or TAM at a B2B SaaS company
  • Supported developer-facing products with API/integration complexity, or have strong linux system administration and troubleshooting experience
  • Comfortable in a terminal and with code (reading JSON payloads, parsing stack traces, understanding lockfiles, basic Python or JavaScript scripting)
  • Solid grasp of developer workflows (CI/CD, build processes, dependency flagging)
  • Familiarity with security/DevSecOps space a plus (SCA tools, CVEs, SBOM, supply chain risk)
  • Clear, concise written English and strong documentation habit
  • Experience with Zendesk or similar ticketing tool a plus; exposure to npm, PyPI, Maven, or CI tooling like GitHub Actions or CircleCI a plus
  • Ability to work Monday through Friday, 8 AM to 5 PM Mountain or Pacific Time, with rotational on-call support during weekends and holidays

Skills

Required:Technical support for B2B SaaSAPI/Integration troubleshootingCI/CD understanding
Nice to have:Scripting (Python/JavaScript)

Benefits

  • Market competitive salary bands
  • Meaningful equity program
  • Comprehensive health benefits for you and your family (99% coverage)
  • Flexible time-off, holidays, and winter shutdown to rest & recharge
  • Paid parental leave
  • Remote-first, with quarterly team off-sites
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Socket

Company profileWebsite

More open roles at Socket