Product Support Manager

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October 22

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SOCKET

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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.

51 - 200 employees

Founded 1994

📡 Telecommunications

📋 Description

• Own and build the entire customer support experience end-to-end, from initial ticket to resolution • Establish support processes, SLAs, and tooling that deliver world-class customer experiences • Master Socket's security platform and become the technical authority on supply chain security issues • Handle complex escalations involving npm packages, CI/CD integrations, and vulnerability management • Partner with engineering to identify product improvements and prioritize roadmap items based on customer feedback • Build comprehensive documentation, runbooks, and self-service resources • As we scale, recruit, hire, and mentor additional support engineers • Define and track support metrics, identifying trends and implementing continuous improvements

🎯 Requirements

• You've built and scaled technical support operations at a technology company, preferably in a 0-1 or early-stage environment • Experience leading technical support teams and developing support engineers • Deep technical expertise in software security, package managers (especially npm), and developer toolchains • Proficiency with CI/CD systems, containerization, cloud platforms, and security scanning tools • Strong understanding of software supply chain vulnerabilities and open source security challenges • Exceptional communication skills - you can explain complex technical concepts clearly to both developers and security teams • Customer-obsessed mindset with a track record of turning frustrated users into advocates • Not bound to a particular support platform and can learn new technologies on-the-go.

🏖️ Benefits

• Offers Equity