Senior Technical Support Engineer - Hybrid, Equity

Socket.dev; United States; Hybrid; USD 66,000 - 80,000; Full time

Benefits offered by this job

Equity

401(k) with company match

Referral bonus

Medical, dental, vision

Wellness stipend

Headspace membership

Hybrid in NY metro

Birthday/Time-off perks

Job summary

HiBob is hiring a Senior Technical Support Specialist to act as a trusted technical expert for customers and internal teams. You will lead investigations of complex product issues, provide clear guidance, and manage escalations with empathy.

Strong technical knowledge and customer ownership are essential as you support Premium clients and partner with Engineering. Join a team that values collaboration, proactive problem solving, and clear communication across time zones, with a NYC hybrid work

Qualifications

• 5+ years of SaaS technical support experience.
• Excellent English written and verbal communication skills.
• Ability to communicate complex concepts clearly.
• Ownership of escalations with empathy and accountability.
• Experience troubleshooting third-party integrations and APIs.
• Proactive, consultative support for Premium customers an advantage.
• Availability to work Monday to Friday, 9am–6pm ET.

Responsibilities

• Provide technical solutions via written channels and Zoom meetings.
• Lead thorough troubleshooting and root-cause analysis.
• Own communications on escalated or sensitive cases.
• Coordinate with Engineering and other teams on escalations.
• Troubleshoot integrations including SSO, IAM, ATS, payroll, APIs.
• Guide Premium customers with proactive, consultative support.
• Balance multiple priorities across queues and time zones.
• Create Help Center content to support customers and teams.
• Suggest internal process improvements and lead initiatives.
• Hit weekly/monthly KPIs and contribute to team KPIs.

Skills

SaaS support

English fluency

Customer ownership

Troubleshooting

Cross-functional

API integrations

Premium customers

Team collaboration

US hours

Tools

Zendesk

Slack

Asana

Job description

HiBob is hiring a Senior Technical Support Specialist to act as a trusted technical expert for customers and internal teams. You will lead investigations of complex product issues, provide clear guidance, and manage escalations with empathy.

Strong technical knowledge and customer ownership are essential as you support Premium clients and partner with Engineering. Join a team that values collaboration, proactive problem solving, and clear communication across time zones, with a NYC hybrid work