[Remote] Technical Support Engineer (West Hours)

Note: The job is a remote job and is open to candidates in USA. Snyk is a leader in secure AI software development, helping developers innovate securely in the AI era. As a Technical Support Engineer, you will assist customers with complex issues, communicate effectively, and contribute to improving support processes while collaborating with the engineering team. 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 Skills 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 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 Benefits 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 Company Overview Snyk is a cloud native application security provider that enables millions of developers to build software securely. It was founded in 2015, and is headquartered in Boston, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is .