Technical Support Engineer - Apac

Coderabbit; Sydney; Remote; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Market-competitive salary bands

Equity program

Comprehensive health benefits

Job summary

Socket is seeking a Technical Support Engineer based in Australia to support developers and security teams across Zendesk, Slack, and Discord. You will troubleshoot issues, guide customers through Socket’s products, and build documentation to reduce repeat questions.

The role requires 2+ years in technical support for a B2B SaaS environment, with some focus on API integrations and CI/CD. Australian-based remote work is supported with flexible hours and regional overlap.

Qualifications

• 2+ years in technical support for a B2B SaaS company.
• Experience with API integrations and developer workflows.
• Familiarity with Zendesk or similar ticketing tools.
• Strong written English and documentation habits.

Responsibilities

• Own inbound APAC support tickets from first response to resolution, meeting SLA targets independently.
• Troubleshoot issues across Socket products by reading logs, reproducing edge cases, and guiding customers.

Skills

Technical support

APIs & CI/CD

Linux basics

Documentation

Tools

Zendesk

GitHub

CI tools

Package ecosystems

Job description

About the Role

We're looking for a Technical Support Engineer to join as Socket's dedicated support hire in APAC, based in Australia. You'll be the go-to person for developers and security teams across Zendesk, Slack, and Discord, working to resolve the majority of issues independently. Day to day, that looks like troubleshooting technical issues, guiding customers through Socket's products, and building out the docs and resources that reduce repeat questions. You'll jump on video calls with enterprise customers when needed and flag patterns that shape our product roadmap. The runbooks you write, the macros you build, and the patterns you spot will shape how Socket scales support going forward.

This role works 8am to 5pm within your time zone in Australia, with some overlap with other global time zones.

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, tracing webhook failures, inspecting JSON payloads, and reproducing edge cases.


• When something needs to go to Engineering, send it with everything they need: repro steps, scan output, environment details, and your best hypothesis.


• Understand package ecosystems well enough to explain scan results, manifest files, lockfile behaviors, and flagged risks to both developers and security stakeholders.


• Build out support resources including runbooks, troubleshooting guides, and Zendesk macros for common issues.


• Spot patterns in tickets and bring recurring issues and undocumented edge cases back to the Customer Engineering and Product teams.


• Keep the broader team in the loop with clear, thorough handoffs.


• Must be located in Australia.

What We're Looking For

• 2+ years in technical support, support engineering, or TAM at a B2B SaaS company.


• Supported developer-facing products with API/integration complexity, or have strong Linux system administration and troubleshooting experience.


• A solid grasp of developer workflows. You know what a CI/CD pipeline does, how build processes work, and what it means when a dependency gets flagged.


• Some familiarity with the security or DevSecOps space is a plus. SCA tools, CVEs, SBOM, supply chain risk. You do not need to be a security researcher, but caring about the problem goes a long way.


• Clear, concise written English. Most communication here happens async and in writing, so getting your point across cleanly matters.


• A habit of writing things down. When you solve something, your instinct is to document it so the next person does not have to start from scratch.


• Experience with Zendesk or a similar ticketing tool is a plus, as is exposure to open source ecosystems (npm, PyPI, Maven) or CI tooling like GitHub Actions or CircleCI.


• Ability to work 8am - 5pm within your time zone in Australia, Monday through Friday; plus availability for rotational on-call support for weekend/holiday rotation.

Our Interview Process

• Informational with a member from our Talent Team


• Virtual f2f with the Hiring Manager


• Technical Interviews


• Presentation phase


• Final call with our Founder


• References


• Decision/Offer

Benefits

• Market competitive salary bands


• Meaningful equity program


• Comprehensive health benefits for you and your family (99% coverage)


• Flexible time‑off, holidays, and winter shutdown to rest & recharge


• Paid parental leave


• Remote‑first, with quarterly team off‑sites