Senior Technical Support Engineer — Escalations & Mentoring

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 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