• Communicate with customers about reported issues, escalated cases, and urgent inquiries to minimize customer churn • Utilize tools developed by the engineering team to modify user/vehicle data for resolving support issues • Perform data analysis to assess the impact and prevalence of issues using analytics tools like Grafana, DataDog, Redash, AWS Cloudwatch, and Pendo • Determine how to resolve support issues by identifying changes needed in data, hardware, or processes, and applying them with minimal user disruption • Determine root causes of errors/bugs using available data and tools, and report them to the Technical Leads • Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and overall customer experience • In-depth knowledge of Motive products and features, with expertise in navigating the Motive Front End Dashboard and Backend Console • Build trusting relationships with customers through open and interactive communication over the phone, chat, and emails • Provide constructive feedback and write Knowledge-base articles to share knowledge and support other team members

Troubleshoot technical issues, maintain customer satisfaction, and develop expertise in security products. Collaborate with teams to provide feedback and create knowledge base articles for ongoing product improvement and support.

Snyk is the leader in secure AI software development, helping millions of developers develop fast and stay secure as AI transforms how software is built. Our AI-native Developer Security Platform integrates seamlessly into development and security workflows, making it easy to find, fix, and prevent vulnerabilities — from code and dependencies to containers and cloud. Our mission is to empower every developer to innovate securely in the AI era — boosting productivity while reducing business risk. We’re not your average security company - we build Snyk on One Team, Care Deeply, Customer Centric, and Forward Thinking. It’s how we stay driven, supportive, and always one step ahead as AI reshapes our world. Why this role: As our technical support engineer, you will be talking directly to active and prospective Snyk customers every day. You’ll join our Customer Success team, and you’ll work directly alongside our talented engineering team to help solve the most complex issues. You’ll spend your time: - 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. As the main point of contact for our customers, you’ll play a critical role in building and maintaining their trust. You will need to balance the needs of our enterprise customers with those of our self-service online users, so that we can build a sustainable business while also contributing to the open source community. - You’ll have the opportunity to shape what best-in-class technical support looks like, and to help us get there. That could be through writing customer documentation and FAQs, or developing your technical skills by working on tooling for the Customer Success & Support team, for example dashboards or integrations between tools we already use (like Slack, Intercom, and Jira). - Over time, we’d love for you to lead the support aspects of our Customer Success team, or to transition into a developer role in the broader company. 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. - 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. 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. #LI-WR1 Compensation: 63,350-79,188 CAD 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

• Manage high volumes of tickets, resolve complex issues, escalate when needed and meet SLA requirements while maintaining accuracy under pressure. • Maintain knowledge of web development concepts including APIs, webhooks and authentication, develop experience with CRM systems, particularly GoHighLevel. • Identify opportunities to improve processes, create knowledge base articles and videos and coordinate support-related data tasks. • Build relationships with CSMs, Development, Product, Onboarding and Sales teams validate technical requirements and ensure stakeholders receive accurate information. • Troubleshoot payment processing, billing concerns, and verification issues; escalate unresolved issues and maintain communication throughout resolution.