[Hiring] Senior Technical Support Engineer @Snyk

Role Description

Snyk is looking for a Senior Technical Support Engineer to serve as a technical escalation point for our Technical Support team, resolving the most complex issues our customers encounter while mentoring the wider team. You'll work directly alongside Engineering and R&D to diagnose root causes, drive resolutions, and help shape what best in class technical support looks like as we scale. This is a high visibility role supporting developers and security teams who rely on Snyk to build fast and stay secure.

What You’ll Do

• 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.

Qualifications

• At least 2 to 4 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.

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.