Senior Support Engineer

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $100k - $120k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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FOSSA

WebsiteLinkedInAll Job Openings

51 - 200 employees

📋 Compliance

🔒 Cybersecurity

☁️ SaaS

Compliance • Cybersecurity • SaaS

FOSSA is a leading platform for open-source risk management, providing developers and security teams with tools to prioritize and fix open source issues. It offers solutions for vulnerability management, license compliance, and SBOM (Software Bill of Materials) management, ensuring organizations can manage open-source software efficiently and securely. FOSSA's platform integrates seamlessly with existing CI/CD pipelines and supports a wide range of languages and tools, making it easy for development teams to maintain compliance with legal and security standards. By automating these processes, FOSSA reduces manual work and helps organizations minimize their legal and security risks associated with open source software.

📋 Description

• Jointly own the customer new ticket queue (currently ~15 - 30 new tickets per week) • Own a backlog of customer support tickets (currently ~100 per agent), providing frequent updates to customers and negotiating priority with engineering • 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%)

🎯 Requirements

• 2-5 years experience in supporting a SaaS B2B enterprise product • Able to work independently • Able to work flexible hours to accommodate customer needs • Strong written communication skills, focused crafting clear, empathetic, and explain technical concepts in simple terms. • Basic programming proficiency in at least one scripting language, proven ability to write and maintain scripts • Personal core values of: biased toward action, solution-oriented, eager to experiment, play to win • Startup mindset - take ownership and do what it takes • Attention to detail - come prepared before engaging with customers, but don’t be afraid to be wrong

🏖️ Benefits

• Competitive salary and stock options • Flexible, Unlimited PTO, plenty of time to recharge • Your choice of work equipment