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Support Incident Manager

Snyk

Jul 08

We're looking for an experienced Incident Manager with a solid technical and business acumen to join our Customer Support team, helping us manage the resolution of technical problems with serious consequences to our customers.

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. Our product enables developers and enterprise security to find & fix vulnerable dependencies, without slowing down development. Snyk integrates seamlessly into developer workflows so that security becomes business as usual.

Your role

As a Support Incident Manager on our Customer Support team, you’ll be an escalation point to coordinate response for the most serious technical problems for our customers.  The ideal candidate must be a self-motivated, strong team player with a background providing technical support for business-critical applications or infrastructure.  You will work with the Customer Support Team and regularly collaborate with Customer Success, Sales Engineering, and our R&D teams to help solve critical customer issues. 

You'll spend your time:

  • Acting as a focal point for high impact, enterprise account problem resolution.
  • Ensuring Support Incident Management processes are followed.
  • Providing accurate and timely customer updates and executive level communications.
  • Collaborating with multiple teams to make sure all necessary stakeholders are engaged to resolve an incident according to the scope and severity.
  • Recapping incident post mortems to document process deviations and areas for improvements.
  • Creating and maintaining playbooks for commonly occurring customer issues.
  • Contributing to building up a best-in-class technical support function, including documenting incidents and driving continuous service improvement.

You should join us if:

  • You can occasionally work outside of standard business hours to drive incident resolution
  • You love helping people and care deeply about providing an excellent customer experience
  • You take a logical approach to solving problems and prioritization.
  • You’re interested in security and you believe in our mission.

Interested?

Please apply below! We care deeply about the warm, inclusive environment we’ve created and we value diversity - we welcome applications from those typically underrepresented in tech. If you like the sound of this role, but are not totally sure whether you’re the right person, do 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 2019 alone, Snyk was already adopted by over 450,000 developers, and including multiple enterprise customers (such as Google, New Relic, ASOS and others). We also raised an additional $200 Million, announced on September 9, 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

#LI-JW1

#LI-Remote

 

About Snyk

Snyk is the leader in developer security. We empower the world's developers to build secure applications and equip security teams to meet the demands of the digital world. Our developer-first approach ensures organizations can secure all of the critical components of their applications from code to cloud, leading to increased developer productivity, revenue growth, customer satisfaction, cost savings and an overall improved security posture. 

At Snyk, we envision an inclusive technology industry powering a more sustainable and secure world. Since our founding, Snykers have cared deeply for one another and the developer and security communities as well as the larger world around us. Learn more about our Snyk Impact social and environmental mission and take action with us here.

Snyk's Developer Security Platform automatically integrates with a developer's workflow and is purpose-built for security teams to collaborate with their development teams. Snyk is used by 1,200 customers worldwide today, including industry leaders such as Asurion, Google, Intuit, MongoDB, New Relic, Revolut and Salesforce.

Snyk is recognized on the Forbes Cloud 100 2021, the 2021 CNBC Disruptor 50 and was named a Visionary in the 2021 Gartner Magic Quadrant for AST.