• Own inbound support tickets during APAC 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.

• Own inbound support tickets during US business 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.

• Take pride in your interactions with our customers and develop positive working relationships both externally and internally • Provide technical and user support to our clients; follow the appropriate escalation procedures • Write SQL queries to report and analyze our client databases and to be able to debug issues as required • Write batch scripts to support our software’s background processes and to be able to debug issues as required • Assist with building new client systems utilizing our SaaS solution • Respond to client support issues via email and phone • Utilize a ticketing system to track and fully document all client support communication, escalation and resolutions • Effective and timely communication with customers, co-workers and manager • Demonstrates strong analytical and problem-solving skills working independently and with the team • Initiative and willingness to go the extra mile for our customers and coworkers.

• Take pride in your interactions with our customers and develop positive working relationships both externally and internally • Provide technical and user support to our clients; follow the appropriate escalation procedures • Write SQL queries to report and analyze our client databases and to be able to debug issues as required • Write batch scripts to support our software’s background processes and to be able to debug issues as required • Assist with building new client systems utilizing our SaaS solution • Respond to client support issues via email and phone • Utilize a ticketing system to track and fully document all client support communication, escalation and resolutions • Effective and timely communication with customers, co-workers and manager • Demonstrates strong analytical and problem-solving skills working independently and with the team • Initiative and willingness to go the extra mile for our customers and coworkers