Technical Support Engineer

Job not on LinkedIn

🕒 May 16

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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SOCKET

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1994

📡 Telecommunications

Telecommunications

SOCKET is a telecommunications company offering internet, phone, and television services to both residential and business customers. For residential customers, SOCKET provides straightforward service bundles with flat-rate pricing and local support, ensuring simplicity and ease with a single bill covering all services. For businesses, SOCKET offers a range of solutions from basic internet and phone services to advanced offerings like Hosted PBX and Dedicated Services, tailor-fit to meet different size and budget requirements. With a focus on transparent billing and no hidden fees, SOCKET distinguishes itself by providing reliable telecommunications solutions that cater to a diverse clientele.

📋 Description

• 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. 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.

🏖️ Benefits

• Market competitive salary bands • 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