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Unusually good internet, unusually good service. That's Socket.
Technical Support Engineer
Location
Poland
Posted
93 days ago
Salary
zł19K - zł22K / month
Seniority
Mid Level
Job Description
Technical Support Engineer
SOCKET
• Own inbound support tickets during EMEA hours from first response through resolution, meeting SLA targets independently • Dig into integration issues across Socket's GitHub App, CLI, API, and CI/CD pipeline checks by reading logs, tracing webhook failures, inspecting JSON payloads, and reproducing edge cases • When something needs to go to Engineering, send it with everything they need: repro steps, scan output, environment details, and your best hypothesis • Understand package ecosystems well enough to explain scan results, manifest files, lockfile behaviors, and flagged risks to both developers and security stakeholders • Build out support resources including runbooks, troubleshooting guides, and Zendesk macros for common issues • Spot patterns in tickets and bring recurring issues and undocumented edge cases back to the Customer Engineering and Product teams • Keep the broader team in the loop with clear, thorough handoffs
Job Requirements
- 2+ years in technical support, support engineering, or TAM at a B2B SaaS company, ideally somewhere with API/integration complexity or a developer-facing product
- Comfortable in a terminal and with code. Reading a JSON payload, parsing a stack trace, understanding what a lockfile does, and writing or tweaking a basic Python or JavaScript script should all feel familiar.
- A solid grasp of developer workflows. You know what a CI/CD pipeline does, how build processes work, and what it means when a dependency gets flagged.
- Some familiarity with the security or DevSecOps space is a plus. SCA tools, CVEs, SBOM, supply chain risk. You do not need to be a security researcher, but caring about the problem goes a long way.
- Clear, concise written English. Most communication here happens async and in writing, so getting your point across cleanly matters.
- A habit of writing things down. When you solve something, your instinct is to document it so the next person does not have to start from scratch.
- Experience with Zendesk or a similar ticketing tool is a plus, as is exposure to open source ecosystems (npm, PyPI, Maven) or CI tooling like GitHub Actions or CircleCI.
Benefits
- Market competitive salary bands
- Meaningful equity program
- Comprehensive health benefits for you and your family
- Flexible time-off, holidays, and winter shutdown to rest & recharge
- Paid parental leave
- Remote-first, with quarterly team off-sites
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About seoClarity seoClarity is the technology leader in Search Engine Optimization (SEO) marketing analytics. Founded in 2004, we are bootstrapped, profitable, and have a track record of sustainable growth. Our technology platform and services help the world’s best and biggest brands optimize their website content so they can be found online and connect to their customers. We process petabytes of data to provide actionable insights that drive revenue for enterprise organizations. Job Summary & Responsibilities Technical Account Manager is to ensure customer success, focusing both on reactive support and proactive services to enable the client to deploy their seoClarity Solution successfully. The TAM is the point of contact for internal teams providing technical expertise and guidance. The TAM provides product functionality, technical and implementation expertise by delivering a combination of consulting and project management skills. What you will be doing - Assist with implementation and configuration of seoClarity Product to new and existing clients; - Assist with escalation of technical platform issues; - Help to identify areas of the platform for enhancement and improvements; - Partner with development team and product team to help resolve the platform problems and implement platform enhancements; - Responsible for reactive platform messaging (internal & external); - Provide superior customer service and be willing to ensure internal clients’ needs are met, and expectations are exceeded; - Participate in account manager client meetings and help add technical clarity around platform issues, software updates, and onboarding new external customers. Requirements The Ideal Candidate: - Experience implementing a SaaS or Cloud based Product Service; - Previous experience with Adobe Analytics, Google Analytics, DART or any other analytic software; - Possesses the ability to understand complex technical concepts, and then train external users on those concepts; - Experience running meetings and webinars (i.e. GoToMeeting, WebEx, etc.); - Advanced Excel Skills; - Must be a team player and build good working relationships across all functions; - Strong background in a dynamic, problem solving, customer service environment; - Outstanding verbal and written communication skills; - Ability to work in a fast-paced environment with multiple projects under tight deadlines; - Ability to articulate technical issues in a meaningful way to both teams and executive level management. Benefits Compensation - Base Salary Range: $50,000 – $60,000 per year. - Actual compensation offered will be determined by factors such as the candidate’s specific skills, years of relevant experience, and technical proficiency. - Paid Time Off - Work from home - Paid Holidays - 401k with company matching - Employee Stock Options - Company paid life insurance - Free coffee and snack pantry - Room for growth
