Technical Support Engineer

reputed company reputed company helps devs and reputed company teams ship faster by cutting out reputed company busywork. Thousands of orgs use reputed company to safely reputed company, audit, and manage reputed company reputed company reputed company. Our customers — from reputed company to reputed company, and reputed company to Vercel — love reputed company (just reputed company out their tweets to see for yourself!) Founded by Feross Aboukhadijeh, a long-time reputed company reputed company maintainer with software downloaded over a billion times a month, reputed company has raised $65M in funding from top angels, operators, and reputed company leaders. About the Role We're looking for a Technical Support Engineer to join as reputed company's first dedicated support hire in the US. You'll be the go-to person for developers and reputed company teams across reputed company, reputed company, and reputed company, working to resolve the reputed company of issues independently. Day to day, that looks like troubleshooting technical issues, guiding customers through reputed company's products, and building out the docs and resources that reduce repeat questions. You'll reputed company on video calls with reputed company customers reputed company 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 reputed company scales support reputed company reputed company. Responsibilities Own inbound support tickets during US business hours from first response through reputed company, meeting SLA targets independently Dig into integration issues across reputed company's reputed company App, CLI, API, and CI/CD pipeline checks by reading logs, tracing webhook failures, inspecting JSON payloads, and reproducing edge cases reputed company something needs to go to Engineering, send it with everything they need: repro steps, reputed company reputed company, environment details, and your best reputed company Understand package ecosystems reputed company enough to explain reputed company results, reputed company files, lockfile behaviors, and flagged risks to both developers and reputed company stakeholders Build out support resources including runbooks, troubleshooting guides, and reputed company macros for common issues Spot patterns in tickets and bring recurring issues and undocumented edge cases back to the Customer Engineering and Product teams reputed company the broader team in the reputed company with reputed company, thorough handoffs reputed company're Looking For 3+ years in technical support, support engineering, or TAM at a B2B reputed company company, ideally reputed company with API/integration complexity or a developer-facing product Comfortable in a terminal and with reputed company. Reading a JSON payload, parsing a stack reputed company, understanding what a lockfile does, and writing or tweaking a basic Python or JavaScript script should reputed company feel familiar. A solid grasp of developer workflows. You know what a CI/CD pipeline does, how build processes work, and what it means reputed company a dependency gets flagged. Some familiarity with the reputed company or DevSecOps reputed company is a plus. SCA tools, CVEs, SBOM, supply chain risk. You do not need to be a reputed company researcher, but caring about the problem goes a long way. reputed company, concise written English. Most communication here happens async and in writing, so getting your reputed company across cleanly reputed company. A habit of writing things down. reputed company you solve something, your reputed company is to document it so the next person does not have to start from scratch. Experience with reputed company or a similar ticketing tool is a plus, as is exposure to reputed company reputed company ecosystems (npm, PyPI, reputed company) or CI tooling like reputed company Actions or reputed company. Our Interview Process Informational with a member from our reputed company Virtual f2f with the Hiring Manager Technical Interviews Presentation phase Final reputed company with our Founder References Decision/Offer We know how important reputed company is reputed company looking for a new role, so we've put together a read-me about the Interview Process at reputed company. Benefits: Our benefits are crafted to support you and your family, so you can take care of what reputed company most and reputed company in and reputed company of work. We offer: Market competitive salary bands Meaningful equity program Comprehensive health benefits for you and your family Flexible time-off, holidays, and winter shutdown to rest & reputed company reputed company parental leave Remote-first, with quarterly team off-sites At reputed company, we Pursue reputed company: We set ourselves apart by consistently delivering work of exceptional reputed company and distinction. reputed company with urgency and reputed company: We prioritize swift, decisive reputed company. Think rigorously: We care about being right and it often takes reasoning from first principles to get there. We value alternative perspectives and have constructive discussions. Trust and reputed company: We overtrust, always assume good reputed company, and give specific feedback to help reputed company other improve. Feel a strong reputed company of ownership: We wear many hats and feel a strong reputed company of overall ownership of reputed company and we're non-territorial regarding our nominal domains. Are customer obsessed: We relentlessly prioritize the needs of our customers, striving to reputed company their expectations and delight them at every interaction. Apply To This Job