APAC Technical Support Engineer — Remote-First

Socket; United States; Remote; USD 49,000 - 76,000; Full time

Benefits offered by this job

Market salary bands

Equity program

Comprehensive health benefits

Flexible time-off

Paid parental leave

Remote-first with off-sites

Job summary

Socket is seeking a Technical Support Engineer to own APAC support hours from Australia, assisting developers and security teams across GitHub, API, and CI/CD workflows. You’ll build docs, runbooks, and macros while coordinating with Engineering for escalations and product feedback.

You’ll work 8am–5pm in your Australian time zone with overlap to other regions, and contribute to the continuous improvement of our open source ecosystem support strategy.

Qualifications

• 2+ years in technical support, support engineering, or TAM at a B2B SaaS company
• Comfortable in a terminal and with code
• Reading a JSON payload, parsing a stack trace, understanding lockfiles
• Understanding developer workflows
• Knowledge of CI/CD pipelines and build processes
• Familiarity with security/DevSecOps concepts is a plus
• Experience with Zendesk or similar ticketing tools

Responsibilities

• Own inbound support tickets during APAC hours, from first response to resolution
• Investigate integration issues across GitHub App, CLI, API, and CI/CD checks
• Provide Engineering with repro steps, scan outputs, environment details
• Explain scan results and risks to developers and security stakeholders
• Create runbooks, troubleshooting guides, and macros
• Identify recurring issues and feed insights to Customer Engineering and Product teams
• Maintain thorough handoffs with the team
• Must be located in Australia

Skills

Technical support

SaaS experience

Linux troubleshooting

API familiarity

JSON/logs understanding

CI/CD basics

Zendesk usage

Open source ecosystem familiarity

Education

Bachelor's degree in CS or equivalent

Tools

Zendesk

GitHub Actions

CircleCI

npm

PyPI

Maven

CLI

Job description

Socket is seeking a Technical Support Engineer to own APAC support hours from Australia, assisting developers and security teams across GitHub, API, and CI/CD workflows. You’ll build docs, runbooks, and macros while coordinating with Engineering for escalations and product feedback.

You’ll work 8am–5pm in your Australian time zone with overlap to other regions, and contribute to the continuous improvement of our open source ecosystem support strategy.