Socket
SaaS
TechnicalSupportEngineer
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Support Engineer at Socket. Skills: Technical support, Troubleshooting, Customer guidance, Documentation building, Pattern spotting. 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”
What You'll Achieve.
Resolve the majority of issues independently; Meet SLA targets independently; Shape our product roadmap; Shape how Socket scales support going forward
Industry & Context.
Troubleshooting technical issues; Resolve the majority of issues independently; Dig into integration issues; Reproducing edge cases; Spot patterns in tickets; Bring recurring issues and undocumented edge cases back to the Customer Engineering and Product teams
Jump on video calls with enterprise customers when needed
What They're Looking For.
Must Have
3+ years in technical support, support engineering, or TAM at a B2B SaaS company, 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, Clear, concise written English, A habit of writing things down
Nice to Have
Experience with Zendesk or a similar ticketing tool, Exposure to open source ecosystems (npm, PyPI, Maven), Exposure to CI tooling like GitHub Actions or CircleCI, Some familiarity with the security or DevSecOps space is a plus, SCA tools, CVEs, SBOM, supply chain risk
What You'll Do.
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
and CI/CD pipeline checks
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
How You'll Work.
Team & Collaboration
When something needs to go to Engineering, send it with everything they need: repro steps, scan output, environment details, and your best hypothesis; Keep the broader team in the loop with clear, thorough handoffs; Bring recurring issues and undocumented edge cases back to the Customer Engineering and Product teams
Communication Scope
Clear, concise written English; Most communication here happens async and in writing, so getting your point across cleanly matters
Full Job Description
About Us Socket helps devs and security teams ship faster by cutting out security busywork. Thousands of orgs use Socket to safely find, audit, and manage open source code. Our customers — from Anthropic to xAI, and Figma to Vercel — love Socket (just check out their tweets https://socket.dev/love to see for yourself!) Founded by Feross Aboukhadijeh https://www.linkedin.com/in/feross/, a long-time open source maintainer with software downloaded over a billion times a month, Socket has raised $65M in funding https://socket.dev/blog/series-b from top angels, operators, and security leaders. About the Role We're looking for a Technical Support Engineer to join as Socket's first dedicated support hire in the US. You'll be the go-to person for developers and security teams across Zendesk, Slack, and Discord, working to resolve the majority of issues independently. Day to day, that looks like troubleshooting technical issues, guiding customers through Socket's products, and building out the docs and resources that reduce repeat questions. You'll jump on video calls with enterprise customers when needed and flag patterns that shape our product roadmap. The runbooks you write, the macros you build, and the patterns you spot will shape how Socket scales support going forward. 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, tr
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