Senior Technical Support & Integrations Lead

Socket.dev

West Jordan (UT)

On-site

USD 90,000 - 130,000

Full time

3 days ago

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Benefits offered by this job

Stock options

Medical insurance

Dental insurance

Vision insurance

Life insurance

Internet stipend

Wellness stipend

Mental health benefit

Parental leave

Holidays

PTO (+2 days/yr)

Whistic DNA Days

Early Friday close

Strong culture

Job summary

Socket.dev is seeking a Sr. Technical Support Specialist (TS3) to act as the subject matter expert for escalations, integrations, and product knowledge.

You will own complex cases, mentor TS1/TS2 staff, and serve as the primary technical bridge between Support and Product/Engineering. You’ll lead root cause analysis, collaborate with Dev and Sales, and drive process improvements across Zendesk, Jira, and API ecosystems.

Qualifications

Subject matter expert in technical support with escalations.
Strong Jira ticket management and project administration.
Proficient with log/data analysis in Splunk.
Experience mentoring TS1/TS2 staff and supporting customers.

Responsibilities

Support TS1/TS2 with troubleshooting and escalations.
Lead root cause analysis and Dev escalation prioritization.
Be SME on Whistic platform for troubleshooting.
Mentor team members and cover for the Support Manager when needed.
Coordinate with Product/Engineering and cross-functional teams.
Create and update integration training materials and processes.

Skills

Jira expertise

SQL proficiency

Splunk analytics

Mentoring

Tools

Jira

Splunk

Keycloak

Zendesk

Salesforce

Postman

REST/HTTP

JSON

Okta SSO

Job description

Socket.dev is seeking a Sr. Technical Support Specialist (TS3) to act as the subject matter expert for escalations, integrations, and product knowledge.

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