engineering
Posted May 1Technical Support Engineer, EMEA
at Socket
Warsaw, PolandRemote
Requirements
- You'll be the go-to person for developers and security teams across Zendesk, Slack, and Discord, working to resolve the majority of issues independently.
- Day to day, that looks like troubleshooting technical issues, guiding customers through Socket's products, and building out the docs and resources that reduce repeat questions.
- The runbooks you write, the macros you build, and the patterns you spot will shape how Socket scales support going forward.
- - Dig into integration issues across Socket's GitHub App, CLI, API, and CI/CD pipeline checks by reading logs, tracing webhook failures, inspecting JSON payloads, and reproducing edge cases.
- - When something needs to go to Engineering, send it with everything they need: repro steps, scan output, environment details, and your best hypothesis - Understand package ecosystems well enough to explain scan results, manifest files, lockfile behaviors, and flagged risks to both developers and security stakeholders - Build out support resources including runbooks, troubleshooting guides, and Zendesk macros for common issues.
- Reading a JSON payload, parsing a stack trace, understanding what a lockfile does, and writing or tweaking a basic Python or JavaScript script should all feel familiar. - A solid grasp of developer workflows.
- You know what a CI/CD pipeline does, how build processes work, and what it means when a dependency gets flagged. - Some familiarity with the security or DevSecOps space is a plus.
- SCA tools, CVEs, SBOM, supply chain risk.
- Experience with Zendesk or a similar ticketing tool is a plus, as is exposure to open source ecosystems (npm, PyPI, Maven) or CI tooling like GitHub Actions or CircleCI.
- Feel a strong sense of ownership: We wear many hats and feel a strong sense of overall ownership of the company and we're non-territorial regarding our nominal domains. 6.
Experience
- What We're Looking For - 2+ years in technical support, support engineering, or TAM at a B2B SaaS company, ideally somewhere with API/integration complexity or a developer-facing product. - Comfortable in a terminal and with code.