Senior Technical Support Engineer

Job not on LinkedIn

🔥 0 minutes ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Snyk

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔐 Security

☁️ SaaS

Security • SaaS

Snyk is an AI-powered application security platform that helps developers and security teams find, prioritize, and fix vulnerabilities across code, open-source dependencies, containers, infrastructure-as-code, APIs, and web applications. It offers developer-first tooling and integrations that shift security left in the SDLC, combining static and dynamic testing, software composition analysis, runtime scanning, and an AI-driven “AI Trust” ecosystem delivered as a cloud platform. Snyk focuses on DevSecOps automation, software supply chain risk, and secure development workflows for organizations of all sizes.

📋 Description

• Serve as a technical escalation point for Tier 1 and Tier 2 support issues • Use diagnostic tools and Snyk's codebase to identify root causes and paths to resolution • Coordinate with Engineering and R&D to file, track, and expedite bug-ticket resolution • Mentor Junior Engineers and the wider Technical Support team • Manage customers through the escalation process across enterprise and self-service users • Partner with Product teams and Technical Success Management on recurring customer problems • Support users through email, chat, and voice • Communicate clearly and promptly with stakeholders, including senior business leaders • Improve support processes and tooling • Help define and meet KPIs for support quality, response time, and resolution speed

🎯 Requirements

• At least 2 to 4 years of experience in a customer-facing technical support role • Demonstrated ability to work across internal departments and with customers to achieve outcomes • Experience with Node, JavaScript, TypeScript, or Go, or a track record as a polyglot who picks up new languages quickly • Comfort diving into diagnostic tools and unfamiliar codebases to troubleshoot complex, ambiguous issues • Logical, structured approach to problem solving and prioritization • Ability to manage complex information from multiple sources • Clear written and verbal communication skills at all levels of the business, including senior stakeholders • Confident, ownership-driven approach • Interest in security or open source software • Alignment with Snyk's mission • Nice to have: experience with GitHub or other source control tools • Nice to have: advanced knowledge of Kubernetes, Golang, Docker, and cloud-native experience • Nice to have: working fluency with AI-assisted tools, such as Claude or GitHub Copilot

🏖️ Benefits

• Flexible working hours • Work-from-home allowances • In-office perks • Time off for learning and self development • Generous vacation and wellness time off • Country-specific holidays • 100% paid parental leave for all caregivers • Health benefits • Employee assistance plans • Annual wellness allowance • Country-specific life insurance • Disability benefits • Retirement/pension programs • Mobile phone allowances • Education allowances