Responsibilities
- Handle incoming technical support requests during US business hours, from initial contact to resolution, while meeting defined service level agreements independently.
- Investigate problems in integrations involving the GitHub App, command-line interface, API, and CI/CD pipeline checks by analyzing logs, tracking failed webhooks, reviewing JSON data, and replicating edge cases.
- Escalate issues to engineering teams with complete documentation, including steps to reproduce, scan outputs, environment specifics, and informed hypotheses.
- Gain deep familiarity with package ecosystems to clearly communicate scan findings, manifest and lockfile behaviors, and identified risks to technical and non-technical audiences.
- Develop and maintain support documentation such as runbooks, troubleshooting guides, and response templates for recurring issues.
- Identify trends in support tickets and report recurring problems or undocumented behaviors to customer engineering and product teams.
- Ensure seamless team coordination through detailed and timely handoffs of ongoing issues or responsibilities.
Benefits
- Competitive salary aligned with market standards
- Substantial equity offering
- Extensive health coverage extending to dependents with 99% of premiums covered
- Flexible vacation, holiday, and seasonal break policy to support work-life balance
- Paid leave for new parents
- Remote-first culture with periodic in-person team gatherings
Compensation
Market competitive salary bands
Work Arrangement
Remote (Worldwide)
Team
First dedicated support hire in the US
