Technical Support Engineer

Our Opportunity:

As a Technical Support Engineer, you will engage daily with both current and potential Snyk customers. You will be part of our Customer Success team and collaborate closely with our skilled engineering team to address the most challenging problems.

You’ll spend your time:

• Addressing user inquiries via Salesforce, email, and our community forums.
• Identifying, replicating (when necessary), and resolving customer issues.
• Exploring our codebase to pinpoint the source of problems and develop effective solutions.
• Collaborating with the Engineering team to tackle complex technical challenges.
• Keeping users informed about the status of their issues and our progress in resolving them.
• Paying attention to user needs, monitoring frequent requests, and advocating for them in product prioritization meetings.
• Enhancing our support processes to maintain efficient and satisfactory service as we expand.

As the primary liaison for our customers, you will be essential in fostering and sustaining enduring relationships. You will need to manage the requirements of our enterprise clients alongside those of our self-service online users, ensuring we develop a sustainable business while also supporting the open source community.

• You will have the opportunity to define what exceptional technical support looks like and assist us in perpetually striving for that standard. This may involve creating customer documentation and FAQs, or enhancing your technical expertise by developing tools for the Customer Success & Support team, such as dashboards or integrations between our existing tools (e.g., Slack and Jira).
• In the long term, we envision you taking the lead on support functions within our Customer Success team or transitioning into other positions within the broader organization.

What You’ll Need:

• You are customer obsessed and are committed to delivering an outstanding customer experience. 
• You approach problem-solving and prioritization with a logical mindset. 
• Your written and verbal communication skills are strong, and you excel at explaining complex technical concepts clearly and concisely. 
• You are curious and enjoy tackling new challenges, but you also recognize when to seek guidance from someone with more expertise in the field. 
• You have experience in security or open source software and are aligned with our mission.

We’d be Lucky if You: 

• You are keen on enhancing your technical abilities and enjoy collaborating on existing code. 
• You have experience with GitHub or similar source control tools. 
• You have previously worked closely with technical teams, possibly by supporting a technical product, working in QA, or beginning your journey toward becoming a software engineer.
• You have experience with Application Security. (SAST/DAST).

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