Technical Support Engineer

• Serve as a technical escalation point for Tier 1 and Tier 2 support issues, diving into diagnostic tools and Snyk's codebase to identify root cause and a clear path to resolution.
• Coordinate with Engineering and R&D teams to file, track, and expedite resolution of bug tickets for our most challenging customer issues.
• Be a role model and mentor to Junior Engineers and the wider Technical Support team, helping raise the team's technical depth over time.
• Manage customers through the escalation process, balancing the needs of enterprise accounts with those of self-service users.
• Partner with Product teams and Technical Success Management to develop and drive solutions to recurring customer problems.
• Support users directly through email, chat, and voice, delivering clear and timely communication at every level of the business, including senior stakeholders.
• Improve support processes and tooling as the team grows, helping maintain prompt, high quality service.
• Help define and meet KPI targets for support quality, response time, and resolution speed.

What you’ll bring

• At least 1 to 3 years of experience in a customer-facing technical support role, with a demonstrated ability to work across internal departments and with customers to achieve outcomes.
• Experience with Node, JavaScript, TypeScript, or Go, or a track record as a polyglot who picks up new languages quickly.
• Comfort diving into diagnostic tools and unfamiliar codebases to troubleshoot complex, ambiguous issues.
• A logical, structured approach to problem solving and prioritization, with the ability to manage complex information from multiple sources.
• Clear written and verbal communication skills at all levels of the business, including senior stakeholders.
• A confident, ownership-driven approach: when a customer needs you, you're ready to act, even with limited information.
• Interest in security or open source software, and alignment with Snyk's mission.
• Nice to have: experience with GitHub or other source control tools, advanced knowledge of Kubernetes, or Golang, Docker, and cloud-native experience.
• Nice to have: working fluency with AI-assisted tools, such as Claude or GitHub Copilot, to accelerate diagnosis and troubleshooting.

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!

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.

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