Socket

Technical Support Engineer

Work from home

Remote role where the employee must remain based in a particular country.

United States only

From the employer's advert: We're looking for a Technical Support Engineer to join as Socket's dedicated support hire in the United States.

Employer listed it 12 days ago · Added 4 weeks ago

Been open since 4 weeks ago, still being checked, but it has been live a while.

Salary

$100k to $130k per year

Location

United States only

Work style

Async

Contract

Full-time

Experience

Mid

What the advert says

Quoted word for word from the employer's advert. Where it says nothing, we say so.

Working hours: This role requires working 8 AM to 5 PM Mountain or Pacific Time , regardless of your location within the United States, with some overlap with our global teams.
Where you can work from: Location eligibility not confirmed
Contract: Not mentioned in the advert
Experience asked for: Not mentioned in the advert
Pay: Market competitive salary bands

Remote flexibility

Work from home

This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.

What the employer says

Source listing states candidate location: "United States, Remote"

What Nomaders makes of it

Residency required in United States
Payroll and tax are likely handled in that country only

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

Before you apply

Experience: employer states

Written as a nice-to-have

“Some familiarity with the security or DevSecOps space is a plus.”
“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.”

Questions worth asking: Nomaders interpretation

The advert does not say where you can be based. Ask which countries they can legally employ or contract you from.
The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.

Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.

About the role

About Us

Socket helps devs and security teams ship faster by cutting out security busywork. Thousands of orgs use Socket to safely find, audit, and manage open source code. Our customers - from Anthropic to xAI, and Figma to Vercel - love Socket (just check out their tweets to see for yourself!)

Founded by Feross Aboukhadijeh , a long-time open source maintainer with software downloaded over a billion times a month, Socket has raised $ 125M in funding from top angels, operators, and security leaders.

About the Role

We're looking for a Technical Support Engineer to join as Socket's dedicated support hire in the United States. You'll be the go-to person for developers and security teams across Zendesk, Slack, and Discord, working to resolve the majority of issues independently. Day to day, that looks like troubleshooting technical issues, guiding customers through Socket's products, and building out the docs and resources that reduce repeat questions. You'll jump on video calls with enterprise customers when needed and flag patterns that shape our product roadmap. The runbooks you write, the macros you build, and the patterns you spot will shape how Socket scales support going forward.

This role requires working 8 AM to 5 PM Mountain or Pacific Time , regardless of your location within the United States, with some overlap with our global teams.

Responsibilities

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.

Participate in on-call duties to cover urgent tickets for regional holidays, Socket company holidays, and a global rotation for weekend support.

Keep the broader team in the loop with clear, thorough handoffs.

What We're Looking For

2+ years in technical support, support engineering, or TAM at a B2B SaaS company,

Supported developer-facing products with API/integration complexity, or have strong linux system administration and troubleshooting experience.

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.

Requirements

The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.

Benefits

·Flexible time-off, holidays, and winter shutdown to rest & recharge
·Paid parental leave
·Remote-first, with quarterly team off-sites
·Pursue Excellence: We set ourselves apart by consistently delivering work of exceptional quality and distinction.
·Move with urgency and focus: We prioritize swift, decisive action.

How to apply

1Check the flexibility label above, work from home, matches where you plan to live and work.
2Tailor your CV to the role at Socket, mentioning your remote working experience and working hours (Async).
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 29d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.