Product Support Manager

About Us

Socket helps devs and security teams ship faster by cutting out security busywork. Thousands of orgs use Socket to safely find, audit, and manage open source code. Our customers — from Anthropic to xAI, and Figma to Vercel — love Socket (just check out their tweets to see for yourself!)

Founded by Feross Aboukhadijeh, a long-time open source maintainer with software downloaded over a billion times a month, Socket has raised $65M in funding from top angels, operators, and security leaders.

About the Role

Build and scale Socket's product support operations from the ground up. You'll be establishing the processes, culture, and technical expertise that will serve thousands of developers and security teams who rely on Socket to secure their software supply chains.

What You'll Do

• Own and build the entire customer support experience end-to-end, from initial ticket to resolution

• Establish support processes, SLAs, and tooling that deliver world-class customer experiences

• Master Socket's security platform and become the technical authority on supply chain security issues

• Handle complex escalations involving npm packages, CI/CD integrations, and vulnerability management

• Partner with engineering to identify product improvements and prioritize roadmap items based on customer feedback

• Build comprehensive documentation, runbooks, and self-service resources

• As we scale, recruit, hire, and mentor additional support engineers

• Define and track support metrics, identifying trends and implementing continuous improvements

What You'll Bring

• You've built and scaled technical support operations at a technology company, preferably in a 0-1 or early-stage environment

• Experience leading technical support teams and developing support engineers

• Deep technical expertise in software security, package managers (especially npm), and developer toolchains

• Proficiency with CI/CD systems, containerization, cloud platforms, and security scanning tools

• Strong understanding of software supply chain vulnerabilities and open source security challenges

• Exceptional communication skills - you can explain complex technical concepts clearly to both developers and security teams

• Customer-obsessed mindset with a track record of turning frustrated users into advocates

• Not bound to a particular support platform and can learn new technologies on-the-go

We know how important clarity is when looking for a new role, so we've put together a read-me about the Interview Process at Socket.

Benefits: Our benefits are crafted to support you and your family, so you can take care of what matters most and thrive in and outside of work. We offer:

• Market competitive salary bands

• Meaningful equity program

• Comprehensive health benefits for you and your family

• Flexible time-off, holidays, and winter shutdown to rest & recharge

• Paid parental leave

• Remote-first, with quarterly team off-sites

At Socket, we

1. Pursue Excellence: We set ourselves apart by consistently delivering work of exceptional quality and distinction.

2. Move with urgency and focus: We prioritize swift, decisive action.

3. Think rigorously: We care about being right and it often takes reasoning from first principles to get there. We value alternative perspectives and have constructive discussions.

4. Trust and amplify: We overtrust, always assume good intent, and give specific feedback to help each other improve.

5. Feel a strong sense of ownership: We wear many hats and feel a strong sense of overall ownership of the company and we're non-territorial regarding our nominal domains.

6. Are customer obsessed: We relentlessly prioritize the needs of our customers, striving to exceed their expectations and delight them at every interaction.