APAC Technical Support Engineer — Dev & Security

Socket; Australia; Remote; AUD 85,000 - 115,000; Full time

Benefits offered by this job

Market competitive salary bands

Meaningful equity program

Comprehensive health benefits for you_

Flexible time-off, holidays, and冬休み

Paid parental leave

Remote-first, with quarterly team off‑

Job summary

Socket is hiring a Technical Support Engineer based in Australia to own APAC inbound tickets, guide customers through Socket products, and help scale support with runbooks and macros. You’ll troubleshoot issues across GitHub App, API, and CI/CD checks, escalate with complete context, and contribute to knowledge resources.

You will work 8am–5pm in Australia time, with overlap to global time zones and weekend on-call rotation.

Qualifications

• 2+ years in technical support at a B2B SaaS company.
• Experience with API/integration or Linux troubleshooting.
• Comfort with the terminal, JSON payloads, and scripting (Python/JS).
• Understanding of CI/CD and dependencies.
• Familiarity with security/DevSecOps concepts.
• Strong written English, clear communication.
• Documentation habit; write solve steps.
• Experience with Zendesk or similar ticketing; exposure to npm/PyPI/Maven and CI tools (GitHub Actions/CircleCI).
• Able to work 8am–5pm Australia time; weekdays; on-call rotation.

Responsibilities

• Own inbound support tickets during APAC hours from first response through resolution, meeting SLA targets independently.
• Investigate issues across Socket's GitHub App, CLI, API, and CI/CD checks by logs, webhook failures, JSON payloads, edge cases.
• Escalate to Engineering with repro steps, scan output, environment details, and hypothesis.
• Explain scan results and dependencies to developers and security stakeholders.
• Build out support resources: runbooks, troubleshooting guides, Zendesk macros.
• Identify patterns in tickets and report to Customer Engineering and Product teams.
• Keep the broader team informed with thorough handoffs.
• Must be located in Australia.

Skills

Technical support

API/integration

Linux troubleshooting

CLI/terminal

Python/JavaScript scripting

CI/CD understanding

Security awareness

English writing

Tools

Zendesk

GitHub Actions

CircleCI

GitHub

CLI

Slack

Job description

Socket is hiring a Technical Support Engineer based in Australia to own APAC inbound tickets, guide customers through Socket products, and help scale support with runbooks and macros. You’ll troubleshoot issues across GitHub App, API, and CI/CD checks, escalate with complete context, and contribute to knowledge resources.

You will work 8am–5pm in Australia time, with overlap to global time zones and weekend on-call rotation.