Technical Support Engineer - Bucharest

As a Technical Support Engineer at Snyk in Bucharest, your core responsibilities include answering user queries through various channels, understanding and resolving technical issues, collaborating with engineering teams to tackle complex problems, and communicating effectively with customers about their concerns. Additionally, you'll track user needs and help optimize our support processes.

To be a successful Technical Support Engineer at Snyk, you should have excellent communication skills, a logical approach to problem-solving, and a passion for helping others. While prior technical experience is a plus, what matters most is your eagerness to learn and your interest in security and open-source software.

At Snyk, we deeply value the growth of our Technical Support Engineers. You will have opportunities to develop your technical skills through hands-on experience with code and tools, and we encourage exploring pathways into leadership roles or transitioning into developer positions within the company.

You can expect a dynamic and inclusive work environment at Snyk, where collaboration, empathy, and customer-centric values are at the forefront. We believe in creating a supportive atmosphere that empowers you to thrive while focusing on providing excellent technical support to our users.

A Technical Support Engineer at Snyk should be familiar with tools such as GitHub for source control and possibly Slack, Intercom, and Jira for communication and task management. Familiarity with coding and the ability to navigate a codebase are also beneficial.

I prioritize tasks by assessing the urgency and impact of each issue. I first address critical problems that affect customers’ ability to use our product and then tackle less urgent issues. I also keep communication open with users to manage their expectations.

In a previous role, a customer had a complex issue that wasn’t documented. I took the initiative to research beyond the usual channels and collaborated with my team to create a temporary patch, which significantly improved their experience. I followed up regularly until the permanent fix was in place.

If I don’t have an immediate answer, I express transparency by letting the customer know I need to gather more information. I then either consult my peers or utilize documentation before getting back to them with a thorough response, ensuring they feel valued and heard throughout the process.

Active listening and empathy are crucial for a positive customer experience. Understanding their frustrations, providing clear and timely communication, and following through on solutions can turn a potentially negative interaction into a positive one.

I’m attracted to Snyk's mission of empowering developers and its commitment to security in an increasingly digital world. I appreciate the company culture that emphasizes collaboration and inclusivity, and I’m excited about the opportunity to grow within a forward-thinking team.

I have previously collaborated with technical teams as a support representative, where I gained hands-on experience working with developers to troubleshoot and resolve issues. This experience taught me how to communicate technical concepts effectively and work towards common goals.

I approach learning new technical concepts with curiosity and an organized strategy. I often break the material down into manageable parts and utilize resources like documentation, online courses, or mentorship from colleagues whenever possible.

I had a situation where a customer's software was crashing unexpectedly. I methodically reviewed logs and identified a version compatibility issue. By guiding the customer through the patching process, I was able to resolve their issue swiftly and improve their overall satisfaction.

Customer feedback is invaluable in product development. It helps identify pain points and informs prioritization for features and fixes. By actively listening to customer needs, we can make informed decisions that enhance product usability and foster customer loyalty.

I stay up to date with technology and security practices by following industry blogs, participating in webinars, attending conferences, and engaging with peer networks on platforms like LinkedIn. Continuous learning is important in the tech field, especially in security.