Senior Technical Support Engineer — AI Security Platform

Snyk Ltd.; United States; In loco; USD 85.000 - 125.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health benefits

Wellness allowance

Flexible hours

Work-from-home allowance

Parental leave

Retirement programs

Life insurance

Descrizione del lavoro

Snyk is seeking a Senior Technical Support Engineer to serve as a technical escalation point for the Support team, resolving the most complex customer issues while mentoring peers. You will work directly with Engineering and R&D to diagnose root causes and shape best-in-class technical support as we scale.

You’ll join the Technical Support team within Customer Success, acting as the primary technical contact for active and prospective customers across email, chat, and voice, collaborating

Competenze

• 2–4 years in a customer-facing technical support role.
• Experience with Node, JavaScript, TypeScript, or Go or polyglot capable of picking up new languages rapidly.
• Ability to diagnose complex issues in unfamiliar codebases.

Mansioni

• Serve as a technical escalation point for Tier 1 and Tier 2 support issues; diagnose root causes and resolutions.
• Coordinate with Engineering and R&D to file, track, and expedite bug tickets.
• Mentor Junior Engineers and the wider Technical Support team.
• Manage customers through the escalation process balancing enterprise and self-service needs.
• Partner with Product teams to develop solutions to recurring customer problems.
• Support users via email, chat, and voice with clear, timely communication at all levels.
• Improve support processes and tooling as the team grows.
• Help define and meet KPI targets for quality, response time, and resolution speed.

Conoscenze

Node/JavaScript/TypeScript/Go

Troubleshooting

Communication

GitHub

Kubernetes

Docker

Golang

AI-assisted tools

Strumenti

GitHub

Descrizione del lavoro

Snyk is seeking a Senior Technical Support Engineer to serve as a technical escalation point for the Support team, resolving the most complex customer issues while mentoring peers. You will work directly with Engineering and R&D to diagnose root causes and shape best-in-class technical support as we scale.

You’ll join the Technical Support team within Customer Success, acting as the primary technical contact for active and prospective customers across email, chat, and voice, collaborating