Technical Support Engineer

About Snyk

Snyk is the leader in secure AI software development, empowering millions of developers to innovate quickly and securely as AI reshapes software creation. Our AI-native Developer Security Platform seamlessly integrates into development and security workflows, simplifying the process of identifying, resolving, and preventing vulnerabilities across code, dependencies, containers, and cloud environments.

Our mission is to enable every developer to innovate securely in the AI era, boosting productivity while effectively reducing business risk. We are not a typical security company; Snyk is built on core values: One Team, Care Deeply, Customer Centric, and Forward Thinking. These principles drive us to be supportive, collaborative, and always at the forefront as AI transforms our world.

Why This Role

As a Technical Support Engineer at Snyk, you will engage directly with active and prospective Snyk customers daily. Joining our Customer Success team, you will collaborate closely with our talented engineering team to tackle and resolve complex technical issues.

You’ll Spend Your Time

• Answering user questions via email, chat, and GitHub issues.
• Understanding, reproducing, and resolving customer issues where possible.
• Diving into our codebase to pinpoint issue origins and potential solutions.
• Escalating highly technical problems to the engineering team for resolution.
• Ensuring customers are informed about response times and resolution progress.
• Gathering user needs, tracking recurring requests, and representing the customer voice in product prioritization discussions.
• Improving support processes to maintain prompt and delightful service as Snyk grows.

As the primary point of contact for our customers, you will be crucial in building and sustaining their trust. This role requires balancing the needs of enterprise customers with those of our self-service online users, contributing to a sustainable business while supporting the open-source community.

You will have the opportunity to define and implement best-in-class technical support. This may involve writing customer documentation and FAQs, or developing technical skills by creating tooling for the Customer Success & Support team, such as dashboards or integrations for platforms like Slack, Intercom, and Jira.

Over time, there is potential to lead support aspects within the Customer Success team or transition into a developer role within the broader company.

What You’ll Need

• A passion for helping people and a deep commitment to providing excellent customer experiences.
• A logical approach to problem-solving and prioritization.
• Clear communication skills, both verbal and written, with an enjoyment for explaining complex topics.
• Curiosity: a love for exploring new challenges balanced with knowing when to seek guidance from domain experts.
• Interest in security or open-source software and belief in Snyk's mission.

We’d Be Lucky If You

• Are interested in developing technical skills, excited to work with existing codebases, and have experience with GitHub or other source control tools.
• Possess previous experience working closely with technical teams, perhaps in technical support, QA, or as an aspiring software engineer.

About Snyk's Culture and Benefits

Snyk is dedicated to fostering an inclusive and engaging environment where employees thrive while pursuing our mission to make the digital world safer. From Snyk employee resource groups to global benefits supporting health, wellness, financial security, and work/life balance, we aim to support our employees throughout their journey.

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.

Key skills/competency

• Customer Support
• Technical Troubleshooting
• Software Development Life Cycle
• GitHub/Source Control
• Problem Solving
• Communication Skills
• Software Security
• Open Source Software
• Vulnerability Management
• AI Software Development