Senior Support Engineer

Responsibilities: - Jointly own the customer new ticket queue. - Own a backlog of customer support tickets, providing frequent updates to customers and negotiating priority with engineering. - Think and act “customer-first”, collaborating closely with all key parts of FOSSA. - Improve our AI-powered ticket deflection system by updating documentation and feeding back information into the system. - Address customer requirements to showcase how the product can meet their needs, and channel product feedback and feature requests to the product management organization. - Occasionally attend trade shows, conferences, and meetups, representing FOSSA externally (up to 5%). Qualifications: - 2-5 years experience in supporting a SaaS B2B enterprise product. - Able to work independently. - Able to work flexible hours to accommodate customer needs (occasionally being available early morning or late evenings depending on timezone). - Strong written communication skills, focused on crafting clear, empathetic messages and explaining technical concepts in simple terms. - Basic programming proficiency in at least one scripting language (bash, Python, Perl, etc.). - Personal core values: biased toward action, solution-oriented, eager to experiment, play to win. - Startup mindset: take ownership and do what it takes. - Attention to detail: come prepared before engaging with customers. Strongly encouraged (Nice to haves): - Experience with DevRev Ticketing System. - Hands-on experience with Dev/SecOps tools such as code repositories, CI/CD tools, package managers (e.g. GitHub, Artifactory, Jenkins, Travis, Maven). - Experience working for SCA, Security or AI coding agent companies. - AI coding experience, ability to rapidly prototype using AI tooling such as Windsurf, Cursor, Claude Code, etc. - Experience using AI to improve and enhance technical communication skills tailored to specific audiences.