APAC Technical Support Engineer - Remote Australia

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

Benefits offered by this job

Market competitive salary bands

Meaningful equity program

Comprehensive health benefits for you/

Flexible time off

Paid parental leave

Remote-first; quarterly team off-sites

Job summary

Socket is seeking a Technical Support Engineer based in Australia to serve as the APAC go‑to for developers and security teams. You’ll troubleshoot issues across Zendesk, Slack, and Discord, guide customers through product usage, and contribute to docs that reduce repeat questions.

In this role you’ll own tickets during APAC hours, read logs, reproduce edge cases, and collaborate with Engineering and Product to shape our roadmap.

Qualifications

• 2+ years in technical support, support engineering, or TAM at a B2B SaaS company.
• Experience with API/integration complexity, or strong Linux troubleshooting.
• Comfortable in a terminal and with code; reading JSON payloads and debugging stack traces.
• Understanding CI/CD pipelines and dependency management.
• Some familiarity with security/DevSecOps (SCA, CVEs, SBOM).
• Strong written English and documentation habit.
• Exposure to open source ecosystems (npm, PyPI, Maven) or CI tooling.
• Able to work 8am–5pm Australia time; on-call rotation.

Responsibilities

• Own inbound support tickets during APAC hours from first response through resolution, meeting SLA targets independently.
• Dig into integration issues across Socket's GitHub App, CLI, API, and CI/CD pipeline checks by reading logs and tracing failures.
• Escalate with complete repro steps, scan output, and environment details when needed.
• Explain scan results and risks to developers and security stakeholders; discuss manifests and lockfiles.
• Build out runbooks, troubleshooting guides, and Zendesk macros for common issues.
• Spot patterns in tickets and feed back to Customer Engineering and Product teams.
• Keep the broader team informed with thorough handoffs.
• Must be located in Australia.

Skills

Technical support

TAM experience

API integration

Linux troubleshooting

Python/JavaScript scripting

Tools

Zendesk

GitHub Actions

CircleCI

CLI tooling

Job description

Socket is seeking a Technical Support Engineer based in Australia to serve as the APAC go‑to for developers and security teams. You’ll troubleshoot issues across Zendesk, Slack, and Discord, guide customers through product usage, and contribute to docs that reduce repeat questions.

In this role you’ll own tickets during APAC hours, read logs, reproduce edge cases, and collaborate with Engineering and Product to shape our roadmap.