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Socket.dev is hiring a Technical Support Engineer to be the dedicated support hire for the United States. You'll be the primary point of contact for developers and security teams using Socket's open-source security platform, handling support across Zendesk, Slack, and Discord.
In this role, you'll own inbound support tickets during US business hours (8am–5pm your time zone), working to resolve the majority of issues independently while meeting SLA targets. Your day-to-day work includes troubleshooting technical issues across Socket's GitHub App, CLI, API, and CI/CD pipeline checks; reading logs, tracing webhook failures, inspecting JSON payloads, and reproducing edge cases. When issues need to escalate to Engineering, you'll provide complete context: repro steps, scan output, environment details, and your hypothesis.
You'll develop a working knowledge of package ecosystems (npm, PyPI, Maven, etc.) to explain scan results, manifest files, lockfile behaviors, and flagged risks to both developers and security stakeholders. A key part of the role is building support resources—runbooks, troubleshooting guides, and Zendesk macros—that reduce repeat questions and scale support. You'll spot patterns in tickets and flag recurring issues and undocumented edge cases to the Customer Engineering and Product teams, directly shaping Socket's roadmap.
You'll also participate in on-call duties covering regional holidays, company holidays, and a global rotation for weekend support, and maintain clear handoffs with the broader team.
Socket is a Series C company founded by Feross Aboukhadijeh (long-time open-source maintainer) and backed by top angels, operators, and security leaders. Customers include Anthropic, xAI, Figma, and Vercel.
REQUIREMENTS:
- 2+ years in technical support, support engineering, or TAM at a B2B SaaS company
- Experience supporting developer-facing products with API/integration complexity, OR strong Linux system administration and troubleshooting experience
- Comfortable in a terminal and with code: reading JSON payloads, parsing stack traces, understanding lockfiles, and writing or tweaking basic Python or JavaScript scripts
- Solid grasp of developer workflows: CI/CD pipelines, build processes, dependency management
- Familiarity with security or DevSecOps space is a plus (SCA tools, CVEs, SBOM, supply chain risk)
- Clear, concise written English; most communication is async and in writing
- Habit of documenting solutions for team reuse
- Experience with Zendesk or similar ticketing tools is a plus
- Exposure to open-source ecosystems or CI tooling (GitHub Actions, CircleCI) is a plus
- Ability to work 8am–5pm within your US time zone, Monday–Friday, plus rotational on-call availability
