socket - Technical Support Engineer
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Requirements
• 2+ 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. • Our Interview Process • 1. Informational with a member from our Talent Team • 2. Virtual f2f with the Hiring Manager • 3. Technical Interviews • 4. Presentation phase • 5. Final call with our Founder • 7. Decision/Offer • We know how important clarity is when looking for a new role, so we've put together a read-me about the Interview Process at Socket. https://docs.google.com/document/d/1Nn4jGlO_yTo4mwidE0wn8DNWoBjQbRkkpMj1Ry75WoM/edit?usp=sharing • Benefits: Our benefits are crafted to support you and your family, so you can take care of what matters most and thrive in and outside of work. We offer:
Responsibilities
• Own inbound support tickets during APAC 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
Benefits
• 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 • 1. Pursue Excellence: We set ourselves apart by consistently delivering work of exceptional quality and distinction. • 2. Move with urgency and focus: We prioritize swift, decisive action. • 3. Think rigorously: We care about being right and it often takes reasoning from first principles to get there. We value alternative perspectives and have constructive discussions. • 4. Trust and amplify: We overtrust, always assume good intent, and give specific feedback to help each other improve. • 5. Feel a strong sense of ownership: We wear many hats and feel a strong sense of overall ownership of the company and we're non-territorial regarding our nominal domains. • 6. Are customer obsessed: We relentlessly prioritize the needs of our customers, striving to exceed their expectations and delight them at every interaction.
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