🛠 Tech Stack

💼 About This Role

You'll be the first dedicated US support hire for Socket, helping developers and security teams troubleshoot issues across Zendesk, Slack, and Discord. You'll resolve tickets independently, build runbooks, and shape the support playbook as the company scales. This role offers high ownership and direct impact on product direction.

🎯 What You'll Do

• Own inbound support tickets from first response through resolution during US hours.
• Debug integration issues across GitHub App, CLI, API, and CI/CD pipelines.
• Escalate tickets to Engineering with repro steps, scan output, and hypotheses.
• Explain scan results and flagged risks to developers and security stakeholders.
• Build runbooks, troubleshooting guides, and Zendesk macros for common issues.

📋 Requirements

• 3+ years in technical support or support engineering at a B2B SaaS company.
• Comfortable with terminal and code: reading JSON, parsing stack traces, writing Python/JavaScript.
• Solid grasp of developer workflows: CI/CD pipelines, build processes, dependency management.
• Clear, concise written English for async communication.

✨ Nice to Have

• Familiarity with security or DevSecOps: SCA, CVEs, SBOM, supply chain risk.
• Experience with Zendesk or similar ticketing tool.
• Exposure to open source ecosystems (npm, PyPI, Maven) or CI tooling (GitHub Actions, CircleCI).

🎁 Benefits & Perks

• 💰 Market competitive salary
• 📈 Meaningful equity program
• 🏥 Comprehensive health benefits for you and family
• 🏖️ Flexible time-off, holidays, and winter shutdown
• 👶 Paid parental leave

📨 Hiring Process

Estimated timeline: 2-4 weeks

1. 1Informational with Talent Team· 30 min
2. 2Virtual f2f with Hiring Manager· 45 min
3. 3Technical Interviews· 60 min
4. 4Presentation phase· 60 min
5. 5Final call with Founder· 30 min
6. 6References· N/A