Technical Support Engineer

2 weeks ago

Boston, United States Snyk Full time

Every day, the world gets more digital thanks to tens of millions of developers building the future faster than ever. But with exponential growth comes exponential risk, as outnumbered security teams struggle to secure mountains of code. This is where Snyk (pronounced "sneak") comes in. Snyk is a developer security platform that makes it easy for development teams to find, prioritize, and fix security vulnerabilities in code, dependencies, containers, and cloud infrastructure - and do it all right from the start. Snyk is on a mission to make the world a more secure place by empowering developers to develop fast and stay secure.

Joining Snyk means embracing our core values: One Team, Care Deeply, Customer Centric, and Forward Thinking. As a member of our team, you'll have the opportunity to thrive in a dynamic environment where fostering collaboration, leading with empathy, driving business impact, and inspiring trust are at the heart of everything we do.

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).
#LI-WR1

We care deeply about the warm, inclusive environment we've created and we value diversity - we welcome applications from those typically underrepresented in tech. If you like the sound of this role but are not totally sure whether you're the right person, do apply anyway

About Snyk

Snyk is committed to creating an inclusive and engaging environment where our employees can thrive as we rally behind our common mission to make the digital world a safer place. From Snyk employee resource groups, to global benefits that help our employees prioritize their health, wellness, financial security, and a work/life blend, we aim to support our employees along their entire journeys here at Snyk.

Benefits & Programs

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

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