APAC Technical Support Engineer (Remote)

Openkrill; United States; Remote; USD 70,000 - 98,000; Full time

Benefits offered by this job

Market competitive salary bands

Meaningful equity program

Comprehensive health benefits for you

Flexible time-off

Remote-first, with quarterly team off‑

Job summary

Socket is seeking a Technical Support Engineer to join as the APAC-focused support contact, based in Australia. You will resolve customer issues, guide developers through Socket products, and help build runbooks and docs to reduce repeat questions.

You will handle inbound tickets during APAC hours, collaborate across GitHub App, CLI, API, and CI/CD checks, and contribute to product roadmap through observed patterns and feedback.

Qualifications

• 2+ years in technical support, support engineering, or TAM at a B2B SaaS company.
• Experience with API/integration complexity or Linux troubleshooting.
• F familiar with JSON payloads, stack traces, and scripting (Python/JS).
• Understanding of CI/CD pipelines and build processes.

Responsibilities

• Own inbound APAC support tickets 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

Skills

Technical support

B2B SaaS experience

APAC-friendly hours

API/Integration troubleshooting

CI/CD understanding

Documentation habit

Open source tooling

Tools

Zendesk

GitHub Actions

CircleCI

CLI

JSON payload parsing

Job description

Socket is seeking a Technical Support Engineer to join as the APAC-focused support contact, based in Australia. You will resolve customer issues, guide developers through Socket products, and help build runbooks and docs to reduce repeat questions.

You will handle inbound tickets during APAC hours, collaborate across GitHub App, CLI, API, and CI/CD checks, and contribute to product roadmap through observed patterns and feedback.