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Security Support Analyst

2 months ago

Boston, Massachusetts, United States Snyk Full time
About the Role

We are seeking a highly skilled Technical Support Engineer to join our team at Snyk. As a Technical Support Engineer, you will play a critical role in delivering exceptional customer support and ensuring that our customers receive the highest level of service.

Key Responsibilities
  • Provide comprehensive customer support through various channels, including email, chat, and voice.
  • Collaborate with our Engineering and R&D teams to resolve complex customer issues and improve our products.
  • Develop and maintain a deep understanding of our products and services to effectively communicate with customers.
  • Work closely with our Product Teams and Technical Success Management to drive and develop solutions.
  • Improve our support processes to ensure that we continue to provide prompt and delightful service as we grow.
  • 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.
Requirements
  • You have a passion for helping others and a commitment to delivering exceptional customer experiences.
  • You are a logical problem-solver with excellent prioritization and communication skills.
  • You are a clear and concise communicator, both verbally and in writing, with the ability to communicate effectively with customers and internal stakeholders.
  • You are a confident and adaptable individual who can pivot quickly and take on new challenges.
  • You have a customer-centric approach and a strong sense of ownership.
  • You are interested in security or open-source software and believe in our mission.
  • You have experience with Node/Javascript/Typescript or Go, or are a polyglot with experience learning a new language.
  • You have collaboration skills for paired programming and code reviews, and enjoy working with others.
  • You have at least 2-4 years of work experience in a customer-facing technical role and have a demonstrated ability to work and communicate across multiple internal departments and customers to achieve objectives.
Preferred Qualifications
  • You are interested in developing your technical skills and have experience working with GitHub or other source control tools.
  • You have previous experience working closely with technical teams, perhaps providing support for a technical product, working in QA, or taking your first steps to becoming a software engineer.
  • You have advanced knowledge of Kubernetes.
  • You have Golang, cloud-native, and/or Docker experience.
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.