Technical Support Engineer — DevSec SaaS

Socket; Northern (KY); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Market competitive salary bands

Meaningful equity program

Comprehensive health benefits

Flexible time-off

Paid parental leave

Remote-first with team off-sites

Job summary

Socket is seeking a Technical Support Engineer to join as the dedicated US-based support engineer for developers and security teams. You’ll troubleshoot issues across Zendesk, Slack, and Discord, guide customers through Socket’s products, and build out docs to reduce repeat questions.

This role runs 8am to 5pm in your US time zone, with some overlap across global teams. You’ll write runbooks, assist on-call rotations, and help shape our support processes for scale.

Qualifications

• 2+ years in technical support, support engineering, or TAM at a B2B SaaS company.
• Supported developer-facing products with API/integration complexity or strong Linux troubleshooting.
• Comfortable in a terminal, reading JSON payloads, and writing basic scripts in Python or JavaScript.
• Solid understanding of CI/CD pipelines, build processes, and dependency management.
• Familiarity with security or DevSecOps concepts is a plus; strong written English.
• Experience with Zendesk or similar ticketing tools is a plus.

Responsibilities

• Own inbound support tickets during US business hours and resolve with SLA targets.
• Troubleshoot issues across Socket’s GitHub App, CLI, API, and CI/CD checks.
• Provide complete repro steps and environment details when escalating to Engineering.
• Explain scan results and package ecosystems to developers and security stakeholders.
• Create runbooks, troubleshooting guides, and Zendesk macros.
• Identify recurring issues and feed insights to Engineering and Product.
• Participate in on-call rotations for weekend/holiday coverage.

Skills

Technical support

API integration

Linux

Scripting (Python/JS)

CI/CD familiarity

Zendesk familiarity

Tools

GitHub Actions

CircleCI

Zendesk

CLI

Job description

Socket is seeking a Technical Support Engineer to join as the dedicated US-based support engineer for developers and security teams. You’ll troubleshoot issues across Zendesk, Slack, and Discord, guide customers through Socket’s products, and build out docs to reduce repeat questions.

This role runs 8am to 5pm in your US time zone, with some overlap across global teams. You’ll write runbooks, assist on-call rotations, and help shape our support processes for scale.