Responsibilities
- Handle incoming technical support requests during APAC time zones, managing each from initial contact to full resolution while meeting defined service level targets.
- Investigate integration problems involving GitHub App, command-line interface, API, and CI/CD pipeline checks by analyzing logs, tracking failed webhooks, reviewing JSON data, and replicating rare scenarios.
- Escalate issues to engineering teams with complete documentation, including steps to reproduce, scan outputs, system environment details, and informed analysis.
- Gain strong familiarity with package ecosystems to clearly communicate scan findings, dependency file behaviors, and identified risks to technical and security-focused audiences.
- Develop internal support materials such as runbooks, diagnostic guides, and automated response templates for frequently encountered problems.
- Identify recurring themes in customer tickets and report back to product and customer engineering teams with insights on common failures and unrecorded edge cases.
- Ensure seamless team coordination by providing detailed, written handoffs to colleagues across time zones.
Benefits
- Competitive compensation aligned with regional market standards
- Equity offering that provides meaningful stake in the company
- Extensive health coverage extending to dependents with 99% of costs covered
- Flexible vacation, holiday, and seasonal break policy to support work-life balance
- Paid leave for new parents
- Fully remote work environment with in-person team gatherings every quarter
Compensation
Market competitive salary bands
Work Arrangement
Remote-first, with quarterly team off-sites
Team
First dedicated support hire in the APAC region
Other
- Work schedule aligned with APAC time zones
- Primary communication is asynchronous and conducted through written channels
