Senior Tech Support Engineer – Escalations & Mentorship

Snyk; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible working hours

Work-from-home allowances

In-office perks

Job summary

Snyk is seeking a Senior Technical Support Engineer in the United States to act as a technical escalation point for our Support team, resolving the most complex issues while mentoring junior staff. You’ll work directly with Engineering and R&D to diagnose root causes, drive resolutions, and shape best-in-class technical support as we scale.

This high-visibility role supports developers and security teams relying on Snyk to build fast and stay secure.

Qualifications

• 2–4 years of experience in a customer-facing technical support role.
• Experience with Node, JavaScript, TypeScript, or Go.
• Ability to troubleshoot complex issues across unfamiliar codebases and diagnostic tools.

Responsibilities

• Serve as a technical escalation point for Tier 1 and Tier 2 support issues, diving into diagnostic tools and Snyk's codebase to identify root cause and a clear path to resolution.
• Coordinate with Engineering and R&D teams to file, track, and expedite resolution of bug tickets for our most challenging customer issues.
• Be a role model and mentor to Junior Engineers and the wider Technical Support team, helping raise the team's technical depth over time.
• Manage customers through the escalation process, balancing the needs of enterprise accounts with those of self-service users.
• Partner with Product teams and Technical Success Management to develop and drive solutions to recurring customer problems.
• Support users directly through email, chat, and voice, delivering clear and timely communication at every level of the business, including senior stakeholders.
• Improve support processes and tooling as the team grows, helping maintain prompt, high quality service.
• Help define and meet KPI targets for support quality, response time, and resolution speed.

Skills

Node

JavaScript

TypeScript

Go

GitHub Copilot

Kubernetes

Golang

Docker

Tools

GitHub

Kubernetes

Docker

Job description

Snyk is seeking a Senior Technical Support Engineer in the United States to act as a technical escalation point for our Support team, resolving the most complex issues while mentoring junior staff. You’ll work directly with Engineering and R&D to diagnose root causes, drive resolutions, and shape best-in-class technical support as we scale.

This high-visibility role supports developers and security teams relying on Snyk to build fast and stay secure.