Job Summary
As a Technical Support Engineer at Snyk, you will be a member of the Technical Support Team and a part of the wider R&D team. You are responsible for handling technical issues, mentoring junior engineers, and providing optimization guidance whilst maintaining excellent customer satisfaction.
In this role, you will act as a key technical authority, utilizing deep reproduction, log tracing, and pipeline analysis to bridge the gap between our customers and core engineering. You must balance a security-conscious mindset with top-tier technical troubleshooting to ensure our clients' environments are thoroughly protected and optimized.
Role Responsibilities
- Advanced Customer Support: Answer users’ questions through email, chat, and GitHub issues with an authoritative understanding of the DevSecOps ecosystem.
- Code-Level Investigation: Dive deep into internal codebases (primarily written in golang, and IAC/YAML), source control repositories, stack traces, and change logs to pinpoint defects, and pipeline misconfigurations.
- Deep Reproduction & Escalation: Conduct deep reproductions and investigations of complex technical issues and edge cases involving customer configurations and code across multiple product lines and a wide variety of languages, document problems thoroughly for engineering, and ensure a seamless escalation path to higher engineering tiers.
- Customer Trust & SLA Management: Act as a critical point of contact for enterprise customers to build and maintain trust, ensuring they understand technical timelines and that issues adhere strictly to response standards.
- Dedicated contact: hands-on single point of technical contact for fortune-500 customer cases.
- Knowledge Management: Improve internal support processes and accelerate self-service capabilities by documenting detailed technical solutions for public and internal Knowledge Bases (KBs).
- Mentorship & Collaboration: Provide proactive training, mentoring, and advice for junior staff and support colleagues to grow team capabilities.
- Product & Pipeline Optimization: Listen to user workflows, keep track of recurring pipeline and integration challenges, and represent their voice directly in product prioritization and engineering discussions.
- Tooling & Integrations: Contribute to team tooling and workflows by designing or maintaining customer solutions dashboards,and tool integrations (such as Slack and Jira).
- R&D Group Management Collaboration: Customer case backlog review analysis and cross functional reviews with respective R&D teams
- Custom Implementations: Process Code Analysis custom rule implementation for customers in StarLang
- OS Licence Processing: Open Source Licence mismatch analysis and updates to the core licence platform database
- Platform Deletions: Process customer requests for deletion across all platform components, while ensuring privacy and security.
- Process and Tooling Customisation: Build customised AI tooling for use within the support team
Qualifications & Required Skills
Experience Requirements
- Core Experience: At least 4 years of customer-facing technical support experience, with a minimum of 1 year explicitly in SaaS DevSecOps support.
- Team Collaboration: Proven history of working closely with multi-functional technical teams (QA, Engineering, Solutions Architecture).
Technical Competencies & Tooling
- Snyk Platform Expertise: Practical working understanding of all aspects of the Snyk product suite, including Software Composition Analysis (SCA), Static Application Security Testing (SAST), Container Security, Infrastructure as Code (IaC)/Cloud Security, DAST, ASPM, AISPM, Agentic Development, and Model Context Protocols (MCPs).
- Ecosystems & Package Managers: Strong understanding of open-source packages, dependencies, build structures, and resolution logic. Ability to troubleshoot dependency resolution and build issues across multiple package managers and ecosystems (including npm, pnpm, yarn, pip, pipenv, poetry, maven, gradle, nuget, go.mod, dep, bundler, sbt, cocoapods, cargo, composer, and Conan).
- Vulnerability & Compliance Analysis: Competence analyzing CVE reports against reported dependency versions, handling Software Bills of Materials (SBOMs), grasping SAST Taint Flow Analysis concepts, and testing code flow reproductions across multiple programming languages.
- Containerization & Environments: Practical experience building, running, security testing, updating, and working within containers. Expert troubleshooting of connections to on-premise and cloud-hosted Container Registries, private package managers (JFrog Artifactory, Nexus), and Kubernetes log architectures.
- CI/CD & Developer Workflows: Hands-on experience using and troubleshooting source control integrations across GitHub, Bitbucket Cloud, GitLab, and Azure DevOps for commits, pull requests, APIs, and CI/CD pipeline structures.
- IDEs & Plugins: Experience utilizing and troubleshooting security plugins within VS Code, Eclipse, JetBrains, and Jenkins ecosystems.
- Integrations & Identity: Strong proficiency working with REST APIs (including Jira APIs), webhooks, and identity management/SSO configurations (including SAML, OIDC, Auth0, OAuth, and RBAC controls).
- Log Analysis & System Tracing: Expert capability in terminal log analysis and problem tracing using Datadog, system/application logs, stack traces, source code repositories, and change logs.
Core Behaviors & Professional Attributes
- Security Mindset: A highly security-conscious mindset when dealing with sensitive customer artifacts, source code, credentials, and Personally Identifiable Information (PII).
- Problem Solving: A structured, logical approach to diagnosing complex technical failures and edge-case validation.
- Communication: Outstanding written and verbal communication skills with a passion for simplifying complex application security concepts for both technical and non-technical audiences.
- Curiosity: A strong drive to explore new technological frameworks, AI development workflows, and emerging security risk models
Pay: $77,000.00 – $90,000.00 per year
Benefits:
Application Question(s):
- Hybrid Work: Can you commit to working from our Sydney office at least 3 days a week?
Experience:
- ustomer-facing technical support: 4 years (Required)
- SaaS DevSecOps support: 1 year (Required)
Work Authorisation:
Location:
- Sydney NSW 2000 (Required)
Work Location: In person
