Technical Support Engineer

About the position

As our technical support engineer, you will be talking directly to active and prospective Snyk customers every day. You’ll join our Customer Success team, and you’ll work directly alongside our talented engineering team to help solve the most complex issues. You’ll spend your time answering our users’ questions through email, chat, and GitHub issues. Understanding, reproducing and (where you can) resolving the issues that our customers encounter. Diving into our codebase to figure out where the issue lies and what a good solution might look like. Escalating to engineering to resolve highly technical issues. Ensuring that every user facing an issue knows exactly when they’ll hear back from us and how we’re doing with solving their problem. Listening to our users’ needs, keeping track of recurring requests, and representing their voice in product prioritization discussions. Improving our support processes, so that as we continue to grow we can keep providing prompt and delightful service. As the main point of contact for our customers, you’ll play a critical role in building and maintaining their trust. You will need to balance the needs of our enterprise customers with those of our self-service online users, so that we can build a sustainable business while also contributing to the open source community. You’ll have the opportunity to shape what best-in-class technical support looks like, and to help us get there. That could be through writing customer documentation and FAQs, or developing your technical skills by working on tooling for the Customer Success & Support team, for example dashboards or integrations between tools we already use (like Slack, Intercom, and Jira). Over time, we’d love for you to lead the support aspects of our Customer Success team, or to transition into a developer role in the broader company.

Responsibilities

• Answering our users’ questions through email, chat, and GitHub issues.
• Understanding, reproducing and resolving the issues that our customers encounter.
• Diving into our codebase to figure out where the issue lies and what a good solution might look like.
• Escalating to engineering to resolve highly technical issues.
• Ensuring that every user facing an issue knows exactly when they’ll hear back from us and how we’re doing with solving their problem.
• Listening to our users’ needs, keeping track of recurring requests, and representing their voice in product prioritization discussions.
• Improving our support processes to provide prompt and delightful service.

Requirements

• You love helping people and care deeply about providing an excellent customer experience.
• You take a logical approach to solving problems and prioritization.
• You are a clear communicator, both verbally and in writing, and you enjoy explaining things to others.
• You are curious and love to explore new challenges, but know when you need guidance from someone with more domain experience.
• You’re interested in security or open source software, and you believe in our mission.

Nice-to-haves

• You’re interested in developing your technical skills and are excited about working with others’ code.
• You have used GitHub or other source control tools.
• You have previous experience working closely with technical teams, perhaps providing support for a technical product, working in QA, or are taking your first steps to becoming a software engineer.

Benefits

• Flexible working hours, work-from-home allowances, in-office perks, and time off for learning and self-development.
• Generous vacation and wellness time off, country-specific holidays, and 100% paid parental leave for all caregivers.
• Health benefits, employee assistance plans, and annual wellness allowance.
• Country-specific life insurance, disability benefits, and retirement/pension programs, plus mobile phone and education allowances.