Technical Support Engineer at Snyk in Remote

Summary: Snyk is the leader in secure AI software development, helping millions of developers develop fast and stay secure. As a Technical Support Engineer, you will work with the Customer Success team to assist customers by resolving complex issues, improving support processes, and ensuring excellent customer experiences. 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 Required Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: GitHub, Source Control, Technical Support, Security, Open Source Software, Customer Experience, Curiosity Benefits: 401(k) retirement plan, Paid time off, Health, dental, and vision insurance, 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