Senior Technical Support Engineer

Clutch Canada; North Carolina; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible working hours

Work-from-home allowance

In-office perks

Learning and development time off

Vacation and wellness time off

Country-specific holidays

Parental leave

Job summary

Snyk is seeking a Senior Technical Support Engineer to serve as the technical escalation point for the Technical Support team, collaborating with Engineering and R&D to diagnose root causes and drive resolutions for complex customer issues. This high-visibility role supports developers and security teams relying on Snyk to ship faster and securely.

You'll mentor junior engineers, manage escalations across email, chat, and voice, and help define KPIs while improving processes to deliver

Qualifications

• 2–4 years in a customer-facing technical support role.
• Experience with Node, JavaScript, TypeScript, or Go.
• Ability to troubleshoot complex, ambiguous issues from unfamiliar codebases.
• Clear written and verbal communication with stakeholders.
• Interest in security or open source software.

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

Customer-facing skills

Node.js

JavaScript

TypeScript

Go

Diagnostic tools

Communication

Problem solving

Ownership mindset

Kubernetes knowledge

AI tools familiarity

Tools

GitHub

Kubernetes

Docker

Job description

Snyk is the leader in secure AI software development, helping millions of developers develop fast and stay secure as AI transforms how software is built. Our AI-native Developer Security Platform integrates seamlessly into development and security workflows, making it easy to find, fix, and prevent vulnerabilities — from code and dependencies to containers and cloud.

Our mission is to empower every developer to innovate securely in the AI era — boosting productivity while reducing business risk. We’re not your average security company - we build Snyk on One Team, Care Deeply, Customer Centric, and Forward Thinking.

It’s how we stay driven, supportive, and always one step ahead as AI reshapes our world.

Job Summary

Snyk is looking for a Senior Technical Support Engineer to serve as a technical escalation point for our Technical Support team, resolving the most complex issues our customers encounter while mentoring the wider team. You'll work directly alongside Engineering and R&D to diagnose root causes, drive resolutions, and help shape what best in class technical support looks like as we scale. This is a high visibility role supporting developers and security teams who rely on Snyk to build fast and stay secure.

About the Team

You’ll join Snyk's Technical Support team, part of our Customer Success organization, as the primary technical point of contact for active and prospective Snyk customers across email, chat, and voice. The team partners closely with Product and R&D to resolve issues quickly and represents the voice of the customer in product prioritization discussions.

What You’ll Do

• 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.

What you’ll bring

• At least 2 to 4 years of experience in a customer-facing technical support role, with a 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.
• A logical, structured approach to problem solving and prioritization, with the ability to manage complex information from multiple sources.
• Clear written and verbal communication skills at all levels of the business, including senior stakeholders.
• A confident, ownership-driven approach: when a customer needs you, you're ready to act, even with limited information.
• Interest in security or open source software, and alignment with Snyk's mission.
• Nice to have: experience with GitHub or other source control tools, advanced knowledge of Kubernetes, or Golang, Docker, and cloud-native experience.
• Nice to have: working fluency with AI-assisted tools, such as Claude or GitHub Copilot, to accelerate diagnosis and troubleshooting.

We care deeply about the warm, inclusive environment we've created and we value diversity – we welcome applications from those typically underrepresented in tech.

About Snyk

Snyk is committed to creating an inclusive and engaging environment where our employees can thrive as we rally behind our common mission to make the digital world a safer place. From Snyk employee resource groups, to global benefits that help our employees prioritize their health, wellness, financial security, and a work/life blend, we aim to support our employees along their entire journeys here at Snyk.

Benefits & Programs

• Prioritize health, wellness, financial security, and life balance with programs tailored to your location and role.

• 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