Snyk is hiring a

Technical Support Engineer, Team Lead

Tel Aviv-Yafo, Israel
Remote

All roles listed as ‘remote’ are available as remote within the same country.

We're looking for a highly experienced Technical Support Engineer Team Lead with a proactive approach to problem solving to join our team and helping us to provide prompt and delightful technical support to the developers who use Snyk. This role will be supporting our European customers.

Your Role

As a Technical Support Engineer Team Lead, you will lead our EMEA support team based in the UK to guide and mentor new joiners and lead the team to become experts in their domain. 

You will also be the last line of defence against technical support issues that arrive via email, chat and GitHub issues to your team. You and the team will support  our european customers, while working with our talented core Engineering team to support and drive the solutions whilst supporting the Technical Support Manager to maintain standards during EMEA hours. You will be working directly with active and prospective Snyk customers every day, building and maintaining their trust, whilst balancing the needs of enterprise and self-service customers alike. 

As the frontline for our European Technical Support team, you will also play a key role in building a solid relationship with our enterprise and large accounts through steady and helpful communications and guidance each and every day!

You'll Spend Your Time: 

  • Mentoring and coaching other Technical Support Engineers.
  • Understanding, reproducing and resolving complicated technical issues that our customers have raised.
  • Diving into our codebase, primarily written with NodeJS/Typescript, to figure out where the issue lies, and what a good solution might look like. 
  • Providing expert communication, ensuring that every user knows exactly when they'll hear back from us and providing regular updates whilst solving their problem. 
  • Leading the team to identify and resolve trends quickly and effectively. 
  • Coordinating coverage for customer calls and internal meetings. 
  • Contributing to building up a best-in-class technical support function, including writing customer documentation and FAQs, building dashboards, or designing integrations between tools. 

You Should Join Us If: 

  • You have experience in a leadership role. 
  • You have a strong, proven technical background - working with engineers- understanding code.
  • You enjoy working with others' code and have used GitHub or other source control tools. 
  • You love helping people and care deeply about providing an excellent customer experience. 
  • You take a logical approach to solving problems and prioritisation. 
  • You are a clear communicator, both verbally and in writing, and you enjoy explaining things to others. 
  • You are curious: you love to explore new challenges, but also know when you need guidance from someone with more domain experience. 
  • You're interested in security or open source software, and you believe in our mission. 

Interested?

Please apply below!

We value diversity at Snyk, and would particularly encourage applications from those who are traditionally underrepresented in tech. If you like the sound of this role but are not totally sure whether you're the right person, please apply anyway!

About Snyk

Snyk’s mission is to help developers use open source code and stay secure. 

The use of open source is booming, but security is a key concern (https://snyk.io/stateofossecurity/). Snyk’s unique product enables developers and enterprise security teams to continuously find & fix vulnerable dependencies without slowing down, offering seamless integration into Dev, DevOps, and DevSecOps workflows. We care deeply about the quality and usefulness of the tools we develop, always focusing on our customers and users. 

We are experiencing rapid growth - and we want you to join us! By the end of Q3 2020 alone, Snyk was already adopted by over 600,000 developers, including multiple enterprise customers (such as Google, New Relic, ASOS, and others). We also raised an additional $150 Million, announced January 21st, 2020, from investors such as Stripes and Salesforce Ventures, demonstrating that they are as excited as we are by Snyk’s progress and potential.

We believe open-source software is a force for good, and we’re building Snyk to make it easier for developers who aren’t security experts to stay secure

 

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