APAC Tech Support Engineer for DevOps & Security (Remote)

Fin; Sydney; Remote; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Market competitive salary bands

Meaningful equity program

Health benefits for you and yourfamily

Flexible time-off, holidays, and cold/

Job summary

Socket is seeking a Technical Support Engineer to join APAC as the dedicated support contact based in Australia. You’ll own inbound tickets during APAC hours, guide customers through Socket’s products, and help reduce repeat questions with solid runbooks and docs.

You’ll interact with enterprise customers on calls when needed, flag patterns for the roadmap, and write clear handoffs to Engineering. The role requires 2+ years in B2B SaaS support, knowledge of CI/CD, and familiarity with open

Qualifications

• 2+ years in technical support, support engineering, or TAM at a B2B SaaS company.
• Supported developer-facing products with API/integration complexity, or strong linux system administration and troubleshooting.
• Solid grasp of developer workflows, CI/CD pipelines and build processes.
• Clear, concise written English and a habit of documenting solutions.

Responsibilities

• Own inbound APAC support tickets from first response through resolution, meeting SLA targets independently.
• Troubleshoot issues across Socket's GitHub App, CLI, API, and CI/CD pipeline checks by reading logs and reproducing edge cases.
• Escalate to Engineering with repro steps, scan output, and environment details.
• Explain scan results, manifest files, lockfile behavior, and risks to developers and security stakeholders.
• Build runbooks, troubleshooting guides, and Zendesk macros for common issues.
• Spot recurring issues and report to Customer Engineering and Product teams.
• Provide clear handoffs and keep the broader team updated.

Skills

Technical support

API/integration

CI/CD

Developer workflows

Documentation habit

Zendesk familiarity

Open source ecosystems

GitHub Actions

CircleCI

Tools

Zendesk

GitHub Actions

CircleCI

npm

PyPI

Maven

Job description

Socket is seeking a Technical Support Engineer to join APAC as the dedicated support contact based in Australia. You’ll own inbound tickets during APAC hours, guide customers through Socket’s products, and help reduce repeat questions with solid runbooks and docs.

You’ll interact with enterprise customers on calls when needed, flag patterns for the roadmap, and write clear handoffs to Engineering. The role requires 2+ years in B2B SaaS support, knowledge of CI/CD, and familiarity with open