APAC Technical Support Engineer: Open Source & DevSecOps

Socket; Sydney; Remote; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Equity program

Health benefits (family)

Remote-first with quarterly off-sites

Parental leave

Flexible time-off

Job summary

Socket is hiring a Technical Support Engineer to own APAC support from Australia, resolving issues for developers and security teams across Zendesk, Slack, and Discord. You will guide customers through the product, create runbooks, and contribute to the product roadmap by flagging patterns.

The role requires solving complex tickets, building documentation, and collaborating with Engineering for escalations, with a remote-first, Australia-based setup.

Qualifications

• This role requires technical support experience in a B2B SaaS environment with API/integration complexity.
• It includes reading JSON payloads, logs, stack traces, and basic scripting tasks.
• Familiarity with Zendesk or similar ticketing systems is a plus.

Responsibilities

• Own inbound APAC support tickets from first response to resolution, meeting SLA targets.
• Investigate integration issues across GitHub App, CLI, API, and CI/CD checks.
• Escalate to Engineering with complete repro steps and environment details.
• Explain scan results, manifests, and dependency risks to developers and security stakeholders.
• Build runbooks, troubleshooting guides, and Zendesk macros.
• Identify recurring issues and share insights with Customer Engineering and Product teams.
• Provide clear handoffs to the broader team.

Skills

Technical support

API complexity

Linux basics

Scripting (Python/JS)

CI/CD understanding

Zendesk

Open source ecosystem

Documentation

Tools

GitHub Actions

CircleCI

CI tooling

Job description

Socket is hiring a Technical Support Engineer to own APAC support from Australia, resolving issues for developers and security teams across Zendesk, Slack, and Discord. You will guide customers through the product, create runbooks, and contribute to the product roadmap by flagging patterns.

The role requires solving complex tickets, building documentation, and collaborating with Engineering for escalations, with a remote-first, Australia-based setup.