Our Opportunity

We're looking for an experienced technical analyst with a proactive approach to problem-solving to join our Technical Support team, helping us to provide a great experience to the developers who use Snyk.

As a Technical Support Engineer, your key role would involve delivering comprehensive customer support while closely coordinating with our Engineers and R&D team to address problems. A typical day includes troubleshooting complex customer issues, providing quality communications and meaningful engagement to our customers, driving continuous improvement, and meeting KPI targets.

You’ll Spend Your Time:

As our dedicated Technical Support Engineer, you will be talking directly to active and prospective Snyk customers every day. You’ll join our high-performing team and work directly alongside our talented colleagues to help solve the most complex issues.

You’ll spend your time:

• Supporting users through email, chat, and voice.
• Diving into our diagnostic tools and codebase to figure out where the issue lies and what a good solution will look like.
• For challenging issues, filing bug tickets for our Principle Support Engineers and R&D Teams to resolve issues.
• Liaising with Product Teams and Technical Success Management to drive and develop solutions.
• Improving our support processes, so that as we continue to grow we can keep providing prompt and delightful service.
• Expedite resolution for issues within Support Tiers 1 and 2.
• Ensure timely and effective assignment of issues to the R&D Engineering group.
• Engage and manage our customers through the escalation process.
• Be a role model and mentor to Junior Engineers and the wider Technical Support Team.

What You’ll Need:

• You love helping people and care deeply about providing an excellent customer experience.
• You take a logical approach to solving problems and prioritization and are comfortable managing complex information from multiple sources.
• You are a clear communicator, both verbally and in writing at all levels of business, including senior stakeholders.
• A confident nature and the ability to pivot quickly and jump on tasks with little or no information, when our customer needs us you are ready to act.
• A developed sense of ownership and a well-defined customer-centric approach.
• You’re interested in security or open-source software, and you believe in our mission.
• Experience with Node/Javascript/Typescript or Go, or are a polyglot with experience learning a new language.
• Collaboration skills for paired programming and code reviews, and enjoyment in working with others.
• Have at least 2-4 years of work experience in a customer-facing technical role and come with a demonstrated ability to work and communicate across multiple internal departments & customers to achieve objectives.

We’d be Lucky if You:

• 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.
• Have advanced knowledge of Kubernetes
• Have Golang, cloud-native and/or Docker experience

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