What are the responsibilities and job description for the Support Engineer- West Coast position at FOSSA?
If you're like us, you agree that open source software is a wonderful and unique gift that the community of software developers across the world have given to each other. At FOSSA, we want to proliferate its usage with our software supply chain management platform that helps our customers know what licenses, vulnerabilities, and dependencies go into their software as they utilize open source software packages. And we won't rest until all companies, big and small, love and feel as comfortable with using open source as we are.
FOSSA is a rapidly growing series-B company with a truly distributed team. While our roots are in San Francisco, our growing team has members in several countries across many time zones. We're always working to find the perfect balance of effective approaches to distributed work, while maintaining the direct personal connections that help us work better together and love our jobs.
Your Mission
You thrive on technical challenges and providing top-of-the-line technical Customer Support, with a focus on helping customers accomplish their goals. An exceptional work ethic is second nature to you, and your welcome a certain level of ambiguity. You enjoy figuring things out and take great pride in reaching creative solutions.
You are well-rounded in written and verbal communication, yet quick and efficient with your time — applying ruthless prioritization to focus on the most impactful issues first. Documentation gaps don't scare you, and you are always seeking to improve your own experience and that of your customers. First and foremost, you want to leave things in better shape than you found them.
Your technical acumen is solid, but you aren't expected to be an expert in everything FOSSA, open source, or the various technologies we employ. First and foremost, you have a demonstrated ability to learn in a self-guided way and are always looking to improve your skills.
Finally, you are a true team player. You want to partner with all parts of FOSSA, including Technical Services / Customer Success, Sales, Marketing, Product and Engineering to drive the kinds of outcomes that make FOSSA and our customers better. You have a nascent passion for open source and what it stands for in furthering software development and ultimately human advancement. You don't ever give up and embrace adversity while approaching difficulties head-on.
Responsibilities (What You'll Do)
FOSSA is a rapidly growing series-B company with a truly distributed team. While our roots are in San Francisco, our growing team has members in several countries across many time zones. We're always working to find the perfect balance of effective approaches to distributed work, while maintaining the direct personal connections that help us work better together and love our jobs.
Your Mission
You thrive on technical challenges and providing top-of-the-line technical Customer Support, with a focus on helping customers accomplish their goals. An exceptional work ethic is second nature to you, and your welcome a certain level of ambiguity. You enjoy figuring things out and take great pride in reaching creative solutions.
You are well-rounded in written and verbal communication, yet quick and efficient with your time — applying ruthless prioritization to focus on the most impactful issues first. Documentation gaps don't scare you, and you are always seeking to improve your own experience and that of your customers. First and foremost, you want to leave things in better shape than you found them.
Your technical acumen is solid, but you aren't expected to be an expert in everything FOSSA, open source, or the various technologies we employ. First and foremost, you have a demonstrated ability to learn in a self-guided way and are always looking to improve your skills.
Finally, you are a true team player. You want to partner with all parts of FOSSA, including Technical Services / Customer Success, Sales, Marketing, Product and Engineering to drive the kinds of outcomes that make FOSSA and our customers better. You have a nascent passion for open source and what it stands for in furthering software development and ultimately human advancement. You don't ever give up and embrace adversity while approaching difficulties head-on.
Responsibilities (What You'll Do)
- Jointly own the customer new ticket queue (currently ~15 - 30 new tickets per week)
- Own a backlog of customer support tickets (currently ~100 per agent), 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%)
- 1-3 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, FOSSA services a global customer base with most customers located between US EST and US PST)
- Strong written communication skills, focused crafting clear, empathetic, and explain technical concepts in simple terms.
- Basic programming proficiency in at least one scripting language, proven ability to write and maintain scripts (bash, Python, Perl, etc.)
- Personal core values of: 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, but don't be afraid to be wrong
- 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
- Opportunity to have an outsized impact on the success of a startup
- Amazing team culture and environment
- Named by Built In as Best Start-up to work for 2024 & 2025, and Forbes 2022
- Competitive salary and stock options
- Flexible, Unlimited PTO, plenty of time to recharge
- Your choice of work equipment