FOSSA - Senior Support Engineer - East Coast
Requirements
• 2-5+ years of experience supporting complex B2B SaaS platforms, with a demonstrated track record of managing enterprise customer relationships and driving technical outcomes. • Proven ability to operate independently in a fast-paced environment, exercising sound judgment and prioritization with minimal oversight. • Comfortable supporting a global customer base and providing flexibility when required to accommodate critical customer needs across time zones, primarily spanning US EST to US PST. • Exceptional written and verbal communication skills, with the ability to translate complex technical concepts into clear, actionable guidance for both technical and executive audiences. • Strong technical aptitude with hands-on experience scripting, automating workflows, and troubleshooting complex issues using technologies such as Python, Bash, or similar languages. • Demonstrated ability to navigate ambiguity, lead through influence, and drive cross-functional alignment to achieve customer and business outcomes. • Customer-obsessed and outcome-oriented, with a bias toward action, strong problem-solving instincts, and a willingness to challenge the status quo in pursuit of better results. • Thrives in a startup environment, taking ownership beyond defined responsibilities, identifying gaps before they become problems, and driving initiatives to completion. • Maintains a high standard of operational excellence and attention to detail, consistently coming prepared, validating assumptions, and balancing thoroughness with speed of execution. • Committed to continuous learning and professional growth, with a track record of rapidly developing expertise in new technologies, domains, and customer environments. • Experience with DevRev Ticketing System • Hands-on experience with Dev/SecOps tools such as code repositories, CI/CD tools, package managers (e.g. GitHub, Artifactory, Jenkins, Travis, Maven) • Experience working for SCA, Security or AI coding agent companies • AI coding experience, ability to rapidly prototype using AI tooling such as Windsurf, Cursor, Claude Code, etc. • Experience using AI to improve and enhance technical communication skills tailored to specific audiences
Responsibilities
• Serve as a primary owner of the customer support intake process, ensuring timely triage, prioritization, and resolution of approximately 15–30 new customer issues per week while maintaining a high standard of customer communication and accountability. • Act as the primary customer advocate for a portfolio of complex support engagements, leading cross-functional coordination with Engineering and Product, influencing prioritization decisions, and driving issues to resolution while maintaining customer confidence through proactive communication and stakeholder management. • Think and act “customer-first”, collaborating closely with all key parts of FOSSA • Improve our AI-powered ticket deflection system by updating documentation and feeding back information into the system • Address customer requirements to showcase how the product can meet their needs, and channel product feedback and feature requests to the product management organization • Occasionally attend trade shows, conferences, and meetups, representing FOSSA externally (up to 5%)
Benefits
• Opportunity to have an outsized impact on the success of a startup • Amazing team culture and environment • Named by Built In as Best Start-up to work for 2026, 2025, 2024 and Forbes 2022 • Competitive salary and stock options • Flexible, Unlimited PTO, plenty of time to recharge • Your choice of work equipment • FOSSA is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT