Support engineer Jobs in Boston, MA

Job Description

Job Description

Every day, the world gets more digital thanks to tens of millions of developers building the future faster than ever. But with exponential growth comes exponential risk, as outnumbered security teams struggle to secure mountains of code. This is where Snyk (pronounced "sneak") comes in. Snyk is a developer security platform that makes it easy for development teams to find, prioritize, and fix security vulnerabilities in code, dependencies, containers, and cloud infrastructure — and do it all right from the start. Snyk is on a mission to make the world a more secure place by empowering developers to develop fast and stay secure.

Joining Snyk means embracing our core values : One Team, Care Deeply, Customer Centric, and Forward Thinking. As a member of our team, you'll have the opportunity to thrive in a dynamic environment where fostering collaboration, leading with empathy, driving business impact, and inspiring trust are at the heart of everything we do.

Our Opportunity

As our technical support engineer, you will be talking directly to active and prospective Snyk customers every day. You'll join our Customer Success team, and you'll work directly alongside our talented engineering team to help solve the most complex issues.

You'll spend your time :

• 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.

As the main point of contact for our customers, you'll play a critical role in building and maintaining their trust. You will need to balance the needs of our enterprise customers with those of our self-service online users, so that we can build a sustainable business while also contributing to the open source community.

What You'll Need :

We'd be Lucky if You :

LI-WR1

We care deeply about the warm, inclusive environment we've created and we value diversity – we welcome applications from those typically underrepresented in tech. If you like the sound of this role but are not totally sure whether you're the right person, do apply anyway!

About Snyk

Snyk is committed to creating an inclusive and engaging environment where our employees can thrive as we rally behind our common mission to make the digital world a safer place. From Snyk employee resource groups, to global benefits that help our employees prioritize their health, wellness, financial security, and a work / life blend, we aim to support our employees along their entire journeys here at Snyk.

Benefits & Programs

Prioritize health, wellness, financial security, and life balance with programs tailored to your location and role.