[Remote] Technical Support Engineer (West Hours)

Note: The job is a remote job and is open to candidates in USA. Snyk is a leader in secure AI software development, helping developers innovate securely in the AI era. As a Technical Support Engineer, you will assist customers with complex issues, communicate effectively, and contribute to improving support processes while collaborating with the engineering team.

Responsibilities

• Answering our users’ questions through email, chat, and GitHub issues
• Understanding, reproducing and (where you can) resolving the issues that our customers encounter
• Diving into our codebase to figure out where the issue lies and what a good solution might look like
• Escalating to engineering to resolve highly technical issues
• Ensuring that every user facing an issue knows exactly when they’ll hear back from us and how we’re doing with solving their problem
• Listening to our users’ needs, keeping track of recurring requests, and representing their voice in product prioritization discussions
• Improving our support processes, so that as we continue to grow we can keep providing prompt and delightful service

Skills

• You love helping people, and care deeply about providing an excellent customer experience
• You take a logical approach to solving problems and prioritization
• You are a clear communicator, both verbally and in writing, and you enjoy explaining things to others
• You are curious: you love to explore new challenges, but know when you need guidance from someone with more domain experience
• You're interested in security or open source software, and you believe in our mission
• You're interested in developing your technical skills: you're excited about working with others' code, and you have used GitHub or other source control tools
• You have previous experience working closely with technical teams. Perhaps you've provided support for a technical product, worked in QA, or are taking your first steps to becoming a software engineer

Benefits

• Prioritize health, wellness, financial security, and life balance with programs tailored to your location and role.
• Flexible working hours, work-from home allowances, in-office perks, and time off for learning and self development
• Generous vacation and wellness time off, country-specific holidays, and 100% paid parental leave for all caregivers
• Health benefits, employee assistance plans, and annual wellness allowance
• Country-specific life insurance, disability benefits, and retirement/pension programs, plus mobile phone and education allowances

Company Overview